Agentur für Passagier- und Fahrgastrechte (apf) (Austria)

Agency for Passenger Rights (apf)

NOTIFIED - (Date of notification:  2017-12-04)

1. CONTACT DETAILS

Linke Wienzeile 4/1/6
1060 Wien
Austria 

Email address: schlichtung@apf.gv.at
Website: http://www.apf.gv.at
Phone: +43 1 5050 707 700
Fax: +43 1 5050 707 180

This ADR entity was first notified by Austria

2. TYPE AND SECTOR OF DISPUTES

Transport services

Railways
Airlines
Sea, river, other water transport

Consumers against traders (C2B)

Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Iceland
Ireland
Italy
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Netherlands
Norway
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden

 

Established in accordance with Article 20 of the Directive 2013/11/EU // Directive on consumer ADR

 

DATE OF PRINT-OUT:  08/11/2023

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

LIST OF ALTERNATIVE DISPUTE RESOLUTION

ENTITIES

3. PROCEDURE

No fees have to be paid by the consumer

Fees have to be paid by the trader

Fixed fee

Fees details:
 
The fees for the company involved in the mediation procedure are fixed by order of the Austrian Federal Ministry of Transport, Innovation and Technology,
and are currently EUR 78.
 
 

The entity is handling the procedure in the following languages:

English
German

The entity accepts submissions in the following languages:

German

The procedure has an average length of 35 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is binding on consumers and traders 

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Agentur für Passagier- und Fahrgastrechte (apf) (Version 3 - Current one)

Creation date: 2017-12-04 10:03:55 Modification date:  2017-12-04 10:07:00
Notification date : 2017-12-04 10:07:01 Publication date: 2017-12-04 12:26:18 

Agentur für Passagier- und Fahrgastrechte (apf) (Version 2)

Creation date: 2016-03-03 14:27:32 Modification date:  2017-12-04 10:03:55
Notification date : 2016-03-03 14:27:50 Publication date: - 

Agentur für Passagier- und Fahrgastrechte (apf) (Version 1)

Creation date: 2015-12-28 14:35:05 Modification date:  2016-03-03 14:27:32
Notification date : 2016-01-08 15:55:37 Publication date: 2016-03-03 15:12:12 

Energie-Control Austria  (Austria)

NOTIFIED - (Date of notification:  2017-12-04)

1. CONTACT DETAILS

Rudolfsplatz 13a
1010 Wien
Austria 

Email address: schlichtungsstelle@e-control.at

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Email address: schlichtungsstelle@e-control.at
Website: http://www.e-control.at
Phone: +43 1 24724444
Fax: +43 1 24724900

This ADR entity was first notified by Austria

2. TYPE AND SECTOR OF DISPUTES

Energy and Water

Electricity
Gas

Both (C2B and B2C)

Austria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

German

The entity accepts submissions in the following languages:

German

The procedure has an average length of 42 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The value of the claim is below or above the required threshold
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Energie-Control Austria (Version 3 - Current one)

Creation date: 2017-12-04 10:06:35 Modification date:  2017-12-04 10:07:01
Notification date : 2017-12-04 10:07:01 Publication date: 2017-12-04 12:26:18 

Energie-Control Austria (Version 2)

Creation date: 2017-05-08 16:03:14 Modification date:  2017-12-04 10:06:35
Notification date : 2017-05-08 16:03:31 Publication date: 2017-05-08 18:03:46 

Energie-Control Austria (Version 1)

Creation date: 2015-12-28 12:00:02 Modification date:  2017-05-08 16:03:14
Notification date : 2016-01-08 15:10:15 Publication date: 2016-02-08 15:18:06 

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Gemeinsame Schlichtungsstelle der Österreichischen Kreditwirtschaft  (Austria)

Joint Conciliation Board of the Austrian Banking Industry

NOTIFIED - (Date of notification:  2016-01-08)

1. CONTACT DETAILS

Wiedner Hauptstraße 63
1040 Wien
Austria 

Email address: office@bankenschlichtung.at
Website: http://www.bankenschlichtung.at
Phone: +43 1 505 42 98
Fax: +43 0 590900118337

This ADR entity was first notified by Austria

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities

Consumers against traders (C2B)

Austria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

German

The entity accepts submissions in the following languages:

German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Gemeinsame Schlichtungsstelle der Österreichischen Kreditwirtschaft (Version 1 - Current one)

Creation date: 2015-12-28 11:52:37 Modification date:  2016-01-08 15:10:15
Notification date : 2016-01-08 15:10:15 Publication date: 2016-02-12 14:17:32 

Internet Ombudsstelle (Austria)

Internet Ombudsman

NOTIFIED - (Date of notification:  2020-09-03)

1. CONTACT DETAILS

c/o Österreichisches Institut für angewandte Telekommunikation (ÖIAT); Ungargasse 64-66/3/404
Wien 1030
Austria 

Email address: kontakt@ombudsstelle.at
Website: http://www.ombudsstelle.at
Phone: 000
Fax: 

This ADR entity was first notified by Austria

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles

General Consumer Services

Real estate services
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries

Postal services and electronic communications

Internet services

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Consumers against traders (C2B)

Austria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

German

The entity accepts submissions in the following languages:

German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Internet Ombudsstelle (Version 4 - Current one)

Creation date: 2020-09-03 10:06:33 Modification date:  2020-09-03 10:06:55
Notification date : 2020-09-03 10:06:56 Publication date: 2020-10-06 12:31:44 

Internet Ombudsmann - nur für im Internet abgeschlossene Verträge (Version 3)

Creation date: 2018-04-05 12:00:40 Modification date:  2020-09-03 10:06:33
Notification date : 2018-04-05 12:02:55 Publication date: 2018-05-02 09:58:46 

Verein Internet Ombudsmann - nur für im Internet abgeschlossene Verträge (Version 2)

Creation date: 2016-05-19 13:33:38 Modification date:  2018-04-05 12:00:39
Notification date : 2016-05-19 13:33:51 Publication date: - 

Verein Internet Ombudsmann - nur für im Internet abgeschlossene Verträge (Version 1)

Creation date: 2015-12-28 10:55:33 Modification date:  2016-05-19 13:33:38
Notification date : 2020-09-03 10:06:56 Publication date: 2016-05-19 16:16:33 

Ombudsstelle Fertighaus (Austria)

Ombudsman for prefabricated buildings

NOTIFIED - (Date of notification:  2016-01-08)

1. CONTACT DETAILS

Gonzagagasse
1010 Wien
Austria 

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Email address: ombudsstelle@fertighaus.org
Website: http://www.ombudsstelle-fertighaus.org/
Phone: +43 1 89 022 99
Fax: 

This ADR entity was first notified by Austria

2. TYPE AND SECTOR OF DISPUTES

Other

Other (Includes both goods and services)

Consumers against traders (C2B)

Austria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

German

The entity accepts submissions in the following languages:

German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Ombudsstelle Fertighaus (Version 1 - Current one)

Creation date: 2015-12-28 14:52:50 Modification date:  2016-01-08 15:10:15
Notification date : 2016-01-08 15:10:15 Publication date: 2016-02-18 13:38:43 

Postschlichtungsstelle bei der Rundfunk- und Telekom Regulierungs-GmbH  (Austria)

Postal mediation service at the Regulatory Authority for Broadcasting and Telecommunications

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

NOTIFIED - (Date of notification:  2016-01-08)

1. CONTACT DETAILS

Mariahilfer Straße 77-79
1060 Wien
Austria 

Email address: poststreitschlichtung@rtr.at
Website: http://www.rtr.at/de/post/PKS_Schlichtung
Phone: +431580580
Fax: 

This ADR entity was first notified by Austria

2. TYPE AND SECTOR OF DISPUTES

Postal services and electronic communications

Postal services & couriers

Consumers against traders (C2B)

Austria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

German

The entity accepts submissions in the following languages:

German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The value of the claim is below or above the required threshold
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Postschlichtungsstelle bei der Rundfunk- und Telekom Regulierungs-GmbH (Version 1 - Current one)

Creation date: 2015-12-28 11:38:06 Modification date:  2016-01-08 15:10:15
Notification date : 2016-01-08 15:10:15 Publication date: 2016-02-08 15:21:37 

Rundfunk & Telekom Regulierungs-GmbH (Austria)

Regulatory Authority for Broadcasting and Telecommunications

NOTIFIED - (Date of notification:  2016-01-08)

1. CONTACT DETAILS

Mariahilfer Straße 77-79
Wien 1060
Austria 

Email address: rtr@rtr.at
Website: https://www.rtr.at/de/tk/TKKS_Schlichtung01
Phone: +431810511811
Fax: 

This ADR entity was first notified by Austria

2. TYPE AND SECTOR OF DISPUTES

Postal services and electronic communications

Fixed telephone services
Mobile telephone services
Internet services
Television services
Other communication services

Consumers against traders (C2B)

Austria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

German

The entity accepts submissions in the following languages:

German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The value of the claim is below or above the required threshold
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Rundfunk & Telekom Regulierungs-GmbH (Version 1 - Current one)

Creation date: 2015-12-28 11:07:51 Modification date:  2016-01-08 15:10:15
Notification date : 2016-01-08 15:10:15 Publication date: 2016-02-08 15:21:37 

Schlichtung für Verbrauchergeschäfte (Austria)

Mediation for consumer transactions

NOTIFIED - (Date of notification:  2019-02-26)

1. CONTACT DETAILS

Mariahilfer Straße 103, Stiege 1, Top 18
1060 Wien
Austria 

Email address: office@verbraucherschlichtung.at
Website: http://www.verbraucherschlichtung.at
Phone: +4318906311
Fax: 

This ADR entity was first notified by Austria

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Schools

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Schools
Language, driving instruction and other private courses
Other

Energy and Water

Water
Other energy sources

Financial Services

Financial Services - Mortgages / Home loans
Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Postal services and electronic communications

Internet services

Transport services

Tram, bus, metro and underground
Taxi
Transport infrastructure services
Rental services
Other

Consumers against traders (C2B)

Austria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

German

The entity accepts submissions in the following languages:

German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or their representative in some cases

The procedure is non binding.

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Schlichtung für Verbrauchergeschäfte (Version 2 - Current one)

Creation date: 2019-02-26 14:01:49 Modification date:  2019-02-26 14:16:41
Notification date : 2019-02-26 14:16:42 Publication date: 2019-03-13 14:24:10 

Schlichtung für Verbrauchergeschäfte (Version 1)

Creation date: 2015-12-03 11:00:54 Modification date:  2019-02-26 14:01:49
Notification date : 2016-01-08 14:38:28 Publication date: 2016-02-08 15:21:37 

Commission de Litiges Voyages - Geschillen Commissie reizen  (Belgium)

Travel Disputes Commission

NOTIFIED - (Date of notification:  2016-06-06)

1. CONTACT DETAILS

Rue du Progrès 50
1210 Bruxelles
Belgium 

Email address: clv.gr@skynet.be
Website: http://http://www.clv-gr.be/
Phone: +32 2 277 62 15
Fax: + 32 2 277 91 00

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

Leisure Services

Package travel
Travel agency services

Both (C2B and B2C)

Belgium

3. PROCEDURE

Fees have to be paid by the consumer

Fixed fee

Fees have to be paid by the trader

Fixed fee

Fees details:
Conciliation procedure:
EUR 50 for consumers
EUR 75 for professionals
 
Arbitration procedure:
EUR 50 for claims of EUR 1000 or less
EUR 75 for claims of more than EUR 1000

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

The entity is handling the procedure in the following languages:

Dutch
French

The entity accepts submissions in the following languages:

Dutch
French

The procedure has an average length of 90 day(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or their representative in some cases

This entity might reach more than one type of outcome. It might be binding on consumers and traders , or non-binding 

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The value of the claim is below or above the required threshold
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Commission de Litiges Voyages - Geschillen Commissie reizen (Version 3 - Current one)

Creation date: 2020-03-17 14:39:55 Modification date:  2020-03-17 14:40:08
Notification date : 2020-03-17 14:40:09 Publication date: 2020-03-25 18:16:02 

Commission de Litiges Voyages - Geschillen Commissie reizen (Version 2)

Creation date: 2016-06-06 11:39:49 Modification date:  2020-03-17 14:39:55
Notification date : 2016-06-06 11:41:18 Publication date: 2017-01-10 10:00:05 

Commission de Litiges Voyages (Version 1)

Creation date: 2015-12-08 15:10:16 Modification date:  2016-06-06 11:39:49
Notification date : 2020-03-17 14:40:09 Publication date: 2016-02-11 11:49:01 

Le service de médiation pour les télécommunications - Ombudsdienst voor de telecommunicatie  (Belgium)

Telecommunications Mediation Service

NOTIFIED - (Date of notification:  2016-08-30)

1. CONTACT DETAILS

Boulevard du Roi Albert II 8 Boite 3 
1000 Bruxelles
Belgium 

Email address: plaintes@mediateurtelecom.be
Website: http://www.mediateurtelecom.be/
Phone: 02 223 06 06
Fax: 02 219 77 88

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Postal services and electronic communications

Fixed telephone services
Mobile telephone services
Internet services
Television services
Other communication services

Consumers against traders (C2B)

Belgium

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Dutch
English
French
German

The entity accepts submissions in the following languages:

Dutch
English
French
German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Le service de médiation pour les télécommunications - Ombudsdienst voor de telecommunicatie (Version 3 - Current one)

Creation date: 2016-08-30 11:57:56 Modification date:  2016-08-30 11:58:02
Notification date : 2016-08-30 11:58:02 Publication date: 2016-12-12 17:49:31 

Le service de médiation pour les télécommunications - Ombudsdienst voor de telecommunicatie (Version 2)

Creation date: 2016-06-06 12:07:59 Modification date:  2016-08-30 11:57:56
Notification date : 2016-06-06 12:08:04 Publication date: - 

Le service de médiation pour les télécommunications (Version 1)

Creation date: 2015-11-04 11:52:57 Modification date:  2016-06-06 12:07:59
Notification date : 2015-12-11 10:28:07 Publication date: 2016-05-10 09:29:54 

L'Ombudsman des Assurances - Ombudsman van de verzekeringen (Belgium)

Insurance Ombudsman

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

NOTIFIED - (Date of notification:  2016-06-06)

1. CONTACT DETAILS

square de Meeûs 35,
1000 Bruxelles
Belgium 

Email address: info@ombudsman.as
Website: http://www.ombudsman.as
Phone: +32 (2) 547 58 71 
Fax: +32 (2) 547 59 75 

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life

Consumers against traders (C2B)

Belgium

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Dutch
French

The entity accepts submissions in the following languages:

Dutch
English
French
German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The complaint is being or has previously been considered by another dispute resolution body or by a court
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

4. HISTORY

L'Ombudsman des Assurances - Ombudsman van de verzekeringen (Version 2 - Current one)

Creation date: 2016-06-06 12:01:17 Modification date:  2016-06-06 12:01:26
Notification date : 2016-06-06 12:01:26 Publication date: 2016-12-12 17:49:31 

L'Ombudsman des Assurances (Version 1)

Creation date: 2015-11-04 11:58:13 Modification date:  2016-06-06 12:01:17
Notification date : 2015-12-11 10:28:07 Publication date: 2016-02-08 15:23:49 

L'Ombudsman en conflits financiers (Ombudsfin) - Ombudsman in financiële geschillen ( Ombudsfin) (Belgium)

Ombudsman in financial conflicts (Ombudsfin)

NOTIFIED - (Date of notification:  2016-08-30)

1. CONTACT DETAILS

Boulevard du Roi Albert II 8 bte 2
1000 Bruxelles
Belgium 

Email address: Ombudsman@Ombudsfin.be
Website: http://www.ombudsfin.be/
Phone: +32 2 545 77 70
Fax: +32 2 545 77 79

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Mortgages / Home loans
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities

Consumers against traders (C2B)

Belgium

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Dutch
French

The entity accepts submissions in the following languages:

Dutch
English
French
German

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

L'Ombudsman en conflits financiers (Ombudsfin) - Ombudsman in financiële geschillen ( Ombudsfin) (Version 4 - Current one)

Creation date: 2016-08-30 11:59:08 Modification date:  2016-08-30 11:59:19
Notification date : 2016-08-30 11:59:19 Publication date: 2016-12-12 17:49:31 

L'Ombudsman en conflits financiers (Ombudsfin) - Ombudsman in financiële geschillen ( Ombudsfin) (Version 3)

Creation date: 2016-06-06 12:03:12 Modification date:  2016-08-30 11:59:08
Notification date : 2016-06-06 12:03:18 Publication date: - 

L'Ombudsman en conflits financiers (Ombudsfin) (Version 2)

Creation date: 2016-03-14 14:00:42 Modification date:  2016-06-06 12:03:12
Notification date : 2016-03-14 14:00:54 Publication date: - 

L'Ombudsman en conflits financiers (Ombudsfin) (Version 1)

Creation date: 2015-11-04 11:56:19 Modification date:  2016-03-14 14:00:42
Notification date : 2015-12-11 10:28:07 Publication date: 2016-03-16 09:29:03 

Ombudsdienst Consumentengeschillen Advocatuur van de Orde van de Vlaamse balies - Service de médiation pour les litiges de
consommation des avocats de l'Ordre des barreaux flamands  (Belgium)

Ombudsman service by lawyers of the Flemish Bar Association for consumer disputes

NOTIFIED - (Date of notification:  2016-06-06)

1. CONTACT DETAILS

Staatsbladstraat 8
1000 Brussel
Belgium 

Email address: oca@ligeca.be
Website: http://www.ligeca.be
Phone: + (32) 02 227 54 70
Fax: 

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

General Consumer Services

Legal services & accountancy

Consumers against traders (C2B)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

Belgium

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Dutch
French
German

The entity accepts submissions in the following languages:

Dutch
French
German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Ombudsdienst Consumentengeschillen Advocatuur van de Orde van de Vlaamse balies - Service de médiation pour les litiges de consommation des
avocats de l'Ordre des barreaux flamands (Version 3 - Current one)

Creation date: 2016-06-06 12:17:26 Modification date:  2016-06-06 12:17:31
Notification date : 2016-06-06 12:17:31 Publication date: 2017-01-09 14:04:29 

Ombudsdienst Consumentengeschillen Advocatuur (Version 2)

Creation date: 2016-03-03 09:27:01 Modification date:  2016-06-06 12:17:26
Notification date : 2016-03-03 09:27:13 Publication date: - 

Ombudsdienst Consumentengeschillen Advocatuur (Version 1)

Creation date: 2015-11-09 14:40:24 Modification date:  2016-03-03 09:27:01
Notification date : 2016-01-21 10:02:32 Publication date: 2016-03-03 10:49:22 

Ombudsdienst voor de postsector - Service de médiation pour le secteur postal  (Belgium)

Office of the Ombudsman for the Postal Sector

NOTIFIED - (Date of notification:  2017-05-03)

1. CONTACT DETAILS

Av. du Roi Albert II, 8 bus 4
1000 Brussel
Belgium 

Email address: info@omps.be
Website: http://www.omps.be/

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Website: http://www.omps.be/
Phone: + (32) 02 221 02 20
Fax: + (32) 02 221 02 44

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

Postal services and electronic communications

Postal services & couriers

Consumers against traders (C2B)

Belgium

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Dutch
English
French
German

The entity accepts submissions in the following languages:

Dutch
English
French
German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Ombudsdienst voor de postsector - Service de médiation pour le secteur postal (Version 3 - Current one)

Creation date: 2017-05-03 14:14:23 Modification date:  2017-05-03 14:14:37
Notification date : 2017-05-03 14:14:38 Publication date: 2017-06-15 18:14:49 

Ombudsdienst voor de postsector - Service de médiation pour le secteur postal (Version 2)

Creation date: 2016-06-06 12:18:50 Modification date:  2017-05-03 14:14:23
Notification date : 2016-06-06 12:18:55 Publication date: 2016-12-12 17:49:31 

Ombudsdienst voor de postsector (Version 1)

Creation date: 2015-11-05 15:18:10 Modification date:  2016-06-06 12:18:50
Notification date : 2015-12-11 10:28:08 Publication date: 2016-04-14 14:02:57 

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Ombudsdienst voor Energie - Le Service de médiation de l'énergie (Belgium)

Ombudsman Service for Energy

NOTIFIED - (Date of notification:  2016-08-30)

1. CONTACT DETAILS

Koning Albert II Laan, 8 Bus 6
1000 Brussel
Belgium 

Email address: klacht@ombudsmanenergie.be
Website: http://www.ombudsmanenergie.be
Phone: + (32) 02 211 10 60
Fax: + (32) 02 211 10 69

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

Energy and Water

Electricity
Gas

Consumers against traders (C2B)

Belgium

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Dutch
French
German

The entity accepts submissions in the following languages:

Dutch
English
French
German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Ombudsdienst voor Energie - Le Service de médiation de l'énergie (Version 3 - Current one)

Creation date: 2016-08-30 12:01:39 Modification date:  2016-08-30 12:01:45
Notification date : 2016-08-30 12:01:46 Publication date: 2016-12-12 17:49:31 

Ombudsdienst voor Energie - Le Service de médiation de l'énergie (Version 2)

Creation date: 2016-06-06 12:22:24 Modification date:  2016-08-30 12:01:39
Notification date : 2016-06-06 12:22:28 Publication date: - 

Ombudsdienst voor Energie (Version 1)

Creation date: 2015-10-26 15:08:11 Modification date:  2016-06-06 12:22:24
Notification date : 2015-12-11 10:28:08 Publication date: 2016-05-17 14:37:29 

Ombudsman des Huissiers de Justice - Ombudsman Gerechtsdeurwaarders  (Belgium)

Ombudsman of Judicial Officers and Bailiffs

NOTIFIED - (Date of notification:  2018-09-06)

1. CONTACT DETAILS

Avenue henri jaspar 93
1060 Bruxelles 
Belgium 

Email address: info@ombudshuissier.be
Website: http://www.ombudshuissier.be http://www.ombudsgdw.be
Phone: +32 2 533 97 86
Fax: 

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

General Consumer Services

Other

Consumers against traders (C2B)

Belgium

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Dutch
French

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

The entity accepts submissions in the following languages:

Dutch
French

The procedure has an average length of 50 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Ombudsman des Huissiers de Justice - Ombudsman Gerechtsdeurwaarders (Version 1 - Current one)

Creation date: 2018-09-06 17:19:21 Modification date:  2018-09-06 17:21:56
Notification date : 2018-09-06 17:21:56 Publication date: 2019-09-30 12:19:37 

Ombudsman du Commerce-Ombudsman voor de handel  (Belgium)

Ombudsman for Trade

NOTIFIED - (Date of notification:  2017-05-04)

1. CONTACT DETAILS

Avenue Edmond Van Nieuwenhuyse, 8
1160 Bruxelles
Belgium 

Email address: info@ombudscom.be
Website: http://www.ombudsmanvoordehandel.be
Phone: +32 2 788 05 20
Fax: 

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Consumers against traders (C2B)

Belgium

3. PROCEDURE

No fees have to be paid by the consumer

Fees have to be paid by the trader

Variable fee

Fees details:
Retailers are required to pay a minimum annual subscription fee of EUR 75.
The fee is then adapted according to the three following criteria:
- Staff headcount: EUR 1 excl. VAT per person employed;
- The company’s VAT assessment basis for the previous financial year. The amount due varies depending on whether or not the value added generated
by the company exceeds the threshold of EUR 2.5 million. This amount increases incrementally with each EUR 25 000 tranche:
For the first 100 tranches: EUR 1.84 (excl. VAT) per EUR 25 000 tranche (up to EUR 2.5 million). For all subsequent tranches (as from tranche 101):
EUR 0.92 (excl. VAT) per EUR 25 000 tranche;
- The number of franchised points of sale or partners: 
· corner shop/convenience store (· supermarket/superstore (601  5000 m²): EUR62.20

( e x c l .   V A T )

· hypermarket (>5000 m²): EUR191.36 (excl. VAT)

The entity is handling the procedure in the following languages:

Dutch
English
French

The entity accepts submissions in the following languages:

Dutch
English
French

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The value of the claim is below or above the required threshold
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Ombudsman du Commerce-Ombudsman voor de handel (Version 2 - Current one)

Creation date: 2017-05-04 16:22:39 Modification date:  2017-05-04 16:22:49
Notification date : 2017-05-04 16:22:50 Publication date: 2017-07-11 14:22:06 

Ombudsman du Commerce (Version 1)

Creation date: 2017-05-03 14:33:53 Modification date:  2017-05-04 16:22:39
Notification date : 2017-05-04 16:21:14 Publication date: - 

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Ombudsman voor het notariaat - L'Ombudsman pour le notariat  (Belgium)

Ombudsman for the notarial profession

NOTIFIED - (Date of notification:  2016-06-06)

1. CONTACT DETAILS

Beenhouwersstraat 67
1000 Brussel
Belgium 

Email address: info@ombudsnot.be
Website: http://www.ombudsnotaris.be
Phone: + (32) 02 801.15.00
Fax: 

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

General Consumer Services

Legal services & accountancy

Consumers against traders (C2B)

Belgium

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Dutch
French

The entity accepts submissions in the following languages:

Dutch
French
German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court

4. HISTORY

Ombudsman voor het notariaat - L'Ombudsman pour le notariat (Version 2 - Current one)

Creation date: 2016-06-06 12:23:42 Modification date:  2016-06-06 12:23:47
Notification date : 2016-06-06 12:23:47 Publication date: 2016-12-12 17:49:31 

Ombudsman voor het notariaat (Version 1)

Creation date: 2015-10-26 14:49:53 Modification date:  2016-06-06 12:23:42
Notification date : 2015-12-11 10:28:08 Publication date: 2016-02-09 16:42:03 

Service de Médiation pour le Consommateur - Consumentenombudsdienst  (Belgium)

Consumer Mediation Service

NOTIFIED - (Date of notification:  2022-04-26)

1. CONTACT DETAILS

North Gate II, Boulevard du Roi Albert II, 8, Boîte 1
1000 Bruxelles
Belgium 

Email address: contact@mediationconsommateur.be
Website: http://www.mediationconsommateur.be
Phone: +32(2) 702 52 20
Fax: +32(2) 808 71 29

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Schools
Language, driving instruction and other private courses
Other

Energy and Water

Water
Electricity
Gas

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Gas
Other energy sources

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Mortgages / Home loans
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities
Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

General Consumer Services

Real estate services
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services
Other

Health

Prescribed medication
Over-the-counter medication
Medical devices and other physical aids used by patients
Health services
Retirement homes and home care
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services
Other

Other

Other (Includes both goods and services)

Consumers against traders (C2B)

Belgium

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Dutch
French
German

The entity accepts submissions in the following languages:

Dutch
English
French
German

The procedure has an average length of 90 day(s) 

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Service de Médiation pour le Consommateur - Consumentenombudsdienst (Version 6 - Current one)

Creation date: 2022-04-26 15:58:43 Modification date:  2022-04-26 15:59:12
Notification date : 2022-04-26 15:59:13 Publication date: 2022-05-02 17:32:18 

Service de Médiation pour le Consommateur (Version 5)

Creation date: 2019-11-21 15:37:36 Modification date:  2022-04-26 15:58:43
Notification date : 2019-11-21 15:37:57 Publication date: 2019-12-04 12:45:31 

Service de Médiation pour le Consommateur (Version 4)

Creation date: 2019-03-12 15:10:10 Modification date:  2019-11-21 15:37:36
Notification date : 2019-03-12 15:10:50 Publication date: 2019-03-25 15:15:12 

Service de Médiation pour le Consommateur (Version 3)

Creation date: 2019-03-12 14:46:42 Modification date:  2019-03-12 15:10:10
Notification date : 2019-03-12 14:59:52 Publication date: - 

Service de Médiation pour le Consommateur (Version 2)

Creation date: 2016-08-30 11:56:35 Modification date:  2019-03-12 14:46:42
Notification date : 2016-08-30 11:56:43 Publication date: 2016-09-06 10:58:50 

Service de Médiation pour le Consommateur (Version 1)

Creation date: 2015-10-21 12:55:23 Modification date:  2016-08-30 11:56:35
Notification date : 2015-12-11 10:28:08 Publication date: 2016-02-09 16:42:03 

Service Ombudsman des avocats de l’Ordre des barreaux francophones et germanophone - Ombudsman van de advocaten van de
Orde van de Franstalige en Duitstalige balies  (Belgium)

Ombudsman of lawyers of the French-speaking and German-speaking Bar Association

NOTIFIED - (Date of notification:  2016-07-28)

1. CONTACT DETAILS

Avenue de la Toison d’Or, 65
1060 Bruxelles
Belgium 

Email address: ombudsman@ligeca.be
Website: http://obfg.ligeca.be/fr
Phone: +32 2 648 20 98
Fax: +32 2 648 11 67

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

Other

Other (Includes both goods and services)

Both (C2B and B2C)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

Belgium

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Dutch
French
German

The entity accepts submissions in the following languages:

Dutch
French
German

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity requires the physical presence of the parties and/or their representative in some cases

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Service Ombudsman des avocats de l’Ordre des barreaux francophones et germanophone - Ombudsman van de advocaten van de Orde van de Franstalige
en Duitstalige balies (Version 1 - Current one)

Creation date: 2016-07-28 17:10:55 Modification date:  2016-07-28 17:11:03
Notification date : 2016-07-28 17:11:03 Publication date: 2016-12-22 18:20:43 

Verzoeningscommissie Bouw vzw - la Commission de conciliation Construction  (Belgium)

Construction Reconciliation Committee vzw

NOTIFIED - (Date of notification:  2022-04-26)

1. CONTACT DETAILS

Hoogstraat 139
1000 Brussel
Belgium 

Email address: info@bouwverzoening.be
Website: http://www.bouwverzoening.be
Phone: + (32) 02 504 97 86
Fax: + (32) 02 504 97 84

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

This ADR entity was first notified by Belgium

2. TYPE AND SECTOR OF DISPUTES

General Consumer Services

Construction of new houses
House maintenance and improvement services

Both (C2B and B2C)

Belgium

3. PROCEDURE

Fees have to be paid by the consumer

Fixed fee

Fees have to be paid by the trader

Fixed fee

Fees details:
In the case of appeals to the Committee, each party pays a fixed amount of EUR 242, including VAT on initiation of the file, which covers the costs of the
first site visit by the expert and of drawing up the reconciliation report or the technically binding report. As well as benefiting from this modest basic price,
the parties remain in control of the costs for any additional investigative acts. 
On top of the fixed amount, for any additional investigative acts, the expert must first have contract documents approved by the party that has requested
the expertise and pays the costs up front. The costs for any additional investigative acts consist of the fee (EUR 75 per hour + 21% VAT), travel expenses
(EUR 1 per kilometre, including travel time + 21%VAT) and secretarial expenses (EUR 31 per hour + 21% VAT).

The entity is handling the procedure in the following languages:

Dutch
French

The entity accepts submissions in the following languages:

Dutch
French

The procedure has an average length of 90 day(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or of their representative

The procedure is non binding.

The dispute is frivolous or vexatious

4. HISTORY

Verzoeningscommissie Bouw vzw - la Commission de conciliation Construction (Version 2 - Current one)

Creation date: 2022-04-26 15:58:08 Modification date:  2022-04-26 15:59:15
Notification date : 2022-04-26 15:59:16 Publication date: 2022-05-02 17:32:18 

Verzoeningscommissie Bouw vzw (Version 1)

Creation date: 2015-10-23 09:52:51 Modification date:  2022-04-26 15:58:08
Notification date : 2015-12-11 10:28:08 Publication date: 2016-05-10 11:45:53 

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

                         

(Bulgaria)

General Conciliation Committee within the Commission for Consumer Protection based in Sofia

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.sofia@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330517
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Electrical appliances for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Other

Education

Schools
Language, driving instruction and other private courses
Other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services

Transport services

Railways
Transport infrastructure services
Rental services
Other

Other

Other (Includes both goods and services)

Consumers against traders (C2B)

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Обща помирителна комисия към Комисия за защита на потребителите със седалище град София (Version 7 - Current one)

Creation date: 2021-11-16 13:52:24 Modification date:  2021-11-16 13:52:31
Notification date : 2021-11-16 13:52:31 Publication date: 2021-11-18 09:40:56 

Обща помирителна комисия към Комисия за защита на потребителите със седалище град София (Version 6)

Creation date: 2018-11-26 10:45:18 Modification date:  2021-11-16 13:52:24
Notification date : 2018-11-26 10:56:22 Publication date: 2018-12-04 09:59:34 

Обща помирителна комисия към Комисия за защита на потребителите със седалище град София (Version 5)

Creation date: 2018-11-26 10:44:52 Modification date:  2018-11-26 10:44:52
Notification date : - Publication date: - 

Обща помирителна комисия към Комисия за защита на потребителите със седалище град София (Version 4)

Creation date: 2018-06-01 09:56:10 Modification date:  2018-11-26 10:45:18
Notification date : 2018-06-01 09:56:19 Publication date: 2018-06-01 16:05:20 

Обща помирителна комисия към Комисия за защита на потребителите със седалище град София (Version 3)

Creation date: 2018-06-01 08:54:42 Modification date:  2018-06-01 09:56:10
Notification date : 2018-06-01 08:54:57 Publication date: - 

Обща помирителна комисия към Комисия за защита на потребителите със седалище град София (Version 2)

Creation date: 2016-01-25 13:41:02 Modification date:  2018-06-01 08:54:42
Notification date : 2016-01-25 13:41:09 Publication date: - 

Обща помирителна комисия към Комисия за защита на потребителите със седалище град София (Version 1)

Creation date: 2016-01-25 13:07:24 Modification date:  2016-01-25 13:41:02
Notification date : 2016-01-25 13:11:44 Publication date: 2016-02-11 11:53:09 

                     

(Bulgaria)

Conciliation Committee for payment disputes within the Commission for Consumer Protection

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

1000 София
Bulgaria 

Email address: adr.payment@kzp.bg
Website: http://www.kzp.bg
Phone: +3592 9330577
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Other

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The value of the claim is below or above the required threshold
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Помирителна комисия за платежни спорове към Комисия за защита на потребителите (Version 3 - Current one)

Creation date: 2021-11-16 13:53:04 Modification date:  2021-11-16 13:53:09
Notification date : 2021-11-16 13:53:09 Publication date: 2021-11-18 09:40:56 

Помирителна комисия за платежни спорове към Комисия за защита на потребителите (Version 2)

Creation date: 2016-01-25 13:41:59 Modification date:  2021-11-16 13:53:04
Notification date : 2016-01-25 13:42:11 Publication date: - 

Помирителна комисия за платежни спорове към Комисия за защита на потребителите (Version 1)

Creation date: 2016-01-13 14:30:00 Modification date:  2016-01-25 13:41:59

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Notification date : 2016-01-25 13:10:04 Publication date: 2016-02-11 11:56:39 

                               
 

(Bulgaria)

Conciliation Committee for disputes in the sector of road transport within the Commission for Consumer Protection

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.autotr@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330536
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Transport services

Tram, bus, metro and underground
Taxi

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на автомобилния транспорт към Комисия за защита на потребителите
(Version 2 - Current one)

Creation date: 2021-11-16 13:53:31 Modification date:  2021-11-16 13:53:41
Notification date : 2021-11-16 13:53:42 Publication date: 2021-11-18 09:40:56 

Секторна помирителна комисия за разглеждане на спорове в областта на автомобилния транспорт към Комисия за защита на потребителите
(Version 1)

Creation date: 2016-01-25 14:02:57 Modification date:  2021-11-16 13:53:31
Notification date : 2016-01-25 14:03:23 Publication date: 2016-02-11 11:56:39 

                               
 

(Bulgaria)

Conciliation Committee for disputes in the sector of maritime transport within the Commission for Consumer Protection

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.watertr@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330581
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Transport services

Sea, river, other water transport
Transport infrastructure services

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на водния транспорт към Комисия за защита на потребителите (Version 2 -
Current one)

Creation date: 2021-11-16 13:54:22 Modification date:  2021-11-16 13:54:27
Notification date : 2021-11-16 13:54:28 Publication date: 2021-11-18 09:40:56 

Секторна помирителна комисия за разглеждане на спорове в областта на водния транспорт към Комисия за защита на потребителите (Version 1)

Creation date: 2016-01-25 14:10:45 Modification date:  2021-11-16 13:54:22
Notification date : 2016-01-25 14:11:13 Publication date: 2016-02-11 11:56:39 

                           
         

(Bulgaria)

Conciliation Committee for disputes in the sector of water supply and sanitation services within the Commission for Consumer Protection

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.vik@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330566
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Energy and Water

Water

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на водоснабдителните и канализационните услуги към Комисия за защита
на потребителите (Version 2 - Current one)

Creation date: 2021-11-16 13:54:48 Modification date:  2021-11-16 13:54:56
Notification date : 2021-11-16 13:54:57 Publication date: 2021-11-18 09:40:56 

Секторна помирителна комисия за разглеждане на спорове в областта на водоснабдителните и канализационните услуги към Комисия за защита
на потребителите (Version 1)

Creation date: 2016-01-25 13:39:36 Modification date:  2021-11-16 13:54:48
Notification date : 2016-01-25 13:40:25 Publication date: 2016-02-11 11:56:39 

                               
 

(Bulgaria)

Conciliation Committee for disputes in the sector of air transport within the Commission for Consumer Protection

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.airtr@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330551
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

Transport services

Airlines
Transport infrastructure services

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на въздушния транспорт към Комисия за защита на потребителите (Version
2 - Current one)

Creation date: 2021-11-16 13:55:32 Modification date:  2021-11-16 13:55:37
Notification date : 2021-11-16 13:55:37 Publication date: 2021-11-18 09:40:56 

Секторна помирителна комисия за разглеждане на спорове в областта на въздушния транспорт към Комисия за защита на потребителите (Version
1)

Creation date: 2016-01-25 14:07:10 Modification date:  2021-11-16 13:55:32
Notification date : 2016-01-25 14:07:38 Publication date: 2016-02-11 11:56:39 

                            .   5 ,   .   2     3      
            .   8 6 ,   .   1     2                  
(Bulgaria)

Conciliation Committee for disputes in the field of activities and services under Article 5(2) and (3) of the Markets in Financial Instruments Act and under Article
86(1) and (2) of the Collective Investment Schemes Act

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.finmarkets@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330590
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Investments, pensions and securities
Insurance - Other

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на дейностите и услугите по чл. 5, ал. 2 и 3 от Закона за пазарите на
финансови инструменти и по чл. 86, ал. 1 и 2 от Закона за дейността на колективните инвестиционни схеми (Version 2 - Current one)

Creation date: 2021-11-16 13:55:58 Modification date:  2021-11-16 13:56:02
Notification date : 2021-11-16 13:56:03 Publication date: 2021-11-18 09:40:56 

Секторна помирителна комисия за разглеждане на спорове в областта на дейностите и услугите по чл. 5, ал. 2 и 3 от Закона за пазарите на
финансови инструменти и по чл. 86, ал. 1 и 2 от Закона за дейността на колективните инвестиционни схеми (Version 1)

Creation date: 2016-01-25 14:42:35 Modification date:  2021-11-16 13:55:58
Notification date : 2016-01-25 14:43:12 Publication date: 2016-02-11 11:56:39 

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

                        ,  
                           

(Bulgaria)

Conciliation Committee for disputes in the sectors of supplemental social security and social security mediation, and distance provision of financial services in
these sectors 

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.sosec@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330590
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Investments, pensions and securities
Insurance - Other

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на допълнителното социално осигуряване, дейности по осигурително
посредничество и при предоставянето на финансови услуги от разстояние в тези сектори (Version 2 - Current one)

Creation date: 2021-11-16 13:56:29 Modification date:  2021-11-16 13:56:33
Notification date : 2021-11-16 13:56:34 Publication date: 2021-11-18 09:40:56 

Секторна помирителна комисия за разглеждане на спорове в областта на допълнителното социално осигуряване, дейности по осигурително
посредничество и при предоставянето на финансови услуги от разстояние в тези сектори (Version 1)

Creation date: 2016-01-25 14:36:50 Modification date:  2021-11-16 13:56:29
Notification date : 2016-01-25 14:38:04 Publication date: 2016-02-11 11:56:39 

                               
 

(Bulgaria)

Conciliation Committee for disputes in the sector of electricity within the Commission for Consumer Protection

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.electricity@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330539
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Energy and Water

Electricity
Other energy sources

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на електрическата енергия към Комисия за защита на потребителите
(Version 3 - Current one)

Creation date: 2021-11-16 13:56:51 Modification date:  2021-11-16 13:56:57
Notification date : 2021-11-16 13:56:57 Publication date: 2021-11-18 09:40:56 

Секторна помирителна комисия за разглеждане на спорове в областта на електрическата енергия към Комисия за защита на потребителите
(Version 2)

Creation date: 2016-01-25 13:42:47 Modification date:  2021-11-16 13:56:51
Notification date : 2016-01-25 13:42:53 Publication date: - 

Секторна помирителна комисия за разглеждане на спорове в областта на електрическата енергия към Комисия за защита на потребителите
(Version 1)

Creation date: 2016-01-25 13:15:37 Modification date:  2016-01-25 13:42:47
Notification date : 2016-01-25 13:23:53 Publication date: 2016-02-11 11:56:39 

                               
 

(Bulgaria)

Conciliation Committee for disputes in the sector of electronic communications within the Commission for Consumer Protection

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София 
Bulgaria 

Email address: adr.els@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330589
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Postal services and electronic communications

Fixed telephone services
Mobile telephone services
Internet services
Television services
Other communication services

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на електронните съобщения към Комисия за защита на потребителите
(Version 2 - Current one)

Creation date: 2021-11-16 13:57:17 Modification date:  2021-11-16 13:57:20
Notification date : 2021-11-16 13:57:21 Publication date: 2021-11-18 09:40:56 

Секторна помирителна комисия за разглеждане на спорове в областта на електронните съобщения към Комисия за защита на потребителите
(Version 1)

Creation date: 2016-01-25 13:48:07 Modification date:  2021-11-16 13:57:17
Notification date : 2016-01-25 13:48:39 Publication date: 2016-02-11 11:56:39 

                               
 

(Bulgaria)

Conciliation Committee for disputes in the sector of railway transport within the Commission for Consumer Protection

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.railwaytr@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330587
Fax: +35929884218 

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Transport services

Railways
Transport infrastructure services

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на железопътния транспорт към Комисия за защита на потребителите
(Version 2 - Current one)

Creation date: 2021-11-16 13:58:33 Modification date:  2021-11-16 13:58:37
Notification date : 2021-11-16 13:58:37 Publication date: 2021-11-18 09:42:03 

Секторна помирителна комисия за разглеждане на спорове в областта на железопътния транспорт към Комисия за защита на потребителите
(Version 1)

Creation date: 2016-01-25 13:58:07 Modification date:  2021-11-16 13:58:33
Notification date : 2016-01-25 13:58:32 Publication date: 2016-02-11 11:56:39 

                       
,                            
 

(Bulgaria)

Conciliation Committee for disputes in the sector of insurance and insurance mediation including distance provision of financial services within the Commission

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Conciliation Committee for disputes in the sector of insurance and insurance mediation including distance provision of financial services within the Commission
for Consumer Protection

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София 
Bulgaria 

Email address: adr.ins@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330588
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на застраховането и застрахователното посредничество, включително и
при предоставяне на финансови услуги от разстояние към Комисия за защита на потребителите (Version 2 - Current one)

Creation date: 2021-11-16 13:58:59 Modification date:  2021-11-16 13:59:03
Notification date : 2021-11-16 13:59:04 Publication date: 2021-11-18 09:42:03 

Секторна помирителна комисия за разглеждане на спорове в областта на застраховането и застрахователното посредничество, включително и
при предоставяне на финансови услуги от разстояние към Комисия за защита на потребителите (Version 1)

Creation date: 2016-01-25 14:30:42 Modification date:  2021-11-16 13:58:59
Notification date : 2016-01-25 14:31:12 Publication date: 2016-02-11 11:56:39 

                               
 

(Bulgaria)

Conciliation Committee for disputes in the sector of postal services within the Commission for Consumer Protection

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.post@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330522
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Postal services and electronic communications

Postal services & couriers

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на пощенските услуги към Комисия за защита на потребителите (Version 2 -
Current one)

Creation date: 2021-11-16 13:59:22 Modification date:  2021-11-16 13:59:26
Notification date : 2021-11-16 13:59:26 Publication date: 2021-11-18 09:42:03 

Секторна помирителна комисия за разглеждане на спорове в областта на пощенските услуги към Комисия за защита на потребителите (Version 1)

Creation date: 2016-01-25 13:51:05 Modification date:  2021-11-16 13:59:22
Notification date : 2016-01-25 13:51:29 Publication date: 2016-02-11 11:56:40 

                               
 

(Bulgaria)

Conciliation Committee for disputes in the sector of natural gas within the Commission for Consumer Protection

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.gas@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330550
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Energy and Water

Gas
Other energy sources

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на природния газ към Комисия за защита на потребителите (Version 3 -
Current one)

Creation date: 2021-11-16 13:59:59 Modification date:  2021-11-16 14:00:02
Notification date : 2021-11-16 14:00:03 Publication date: 2021-11-18 09:42:03 

Секторна помирителна комисия за разглеждане на спорове в областта на природния газ към Комисия за защита на потребителите (Version 2)

Creation date: 2016-01-25 13:43:22 Modification date:  2021-11-16 13:59:59
Notification date : 2016-01-25 13:43:36 Publication date: - 

Секторна помирителна комисия за разглеждане на спорове в областта на природния газ към Комисия за защита на потребителите (Version 1)

Creation date: 2016-01-25 13:28:55 Modification date:  2016-01-25 13:43:22
Notification date : 2016-01-25 13:29:28 Publication date: 2016-02-11 11:56:40 

                      ,      
          ,                  

(Bulgaria)

Conciliation Committee for disputes in the sector of financial services including distance provision of financial services in relation to consumer loans and mortgages

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

ул. "Врабча" 1, ет. 3, 4 и 5
1000 София
Bulgaria 

Email address: adr.credits@kzp.bg
Website: http://www.kzp.bg
Phone: +35929330603
Fax: +35929884218 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Financial Services - Credit (excluding mortgage/home loans)

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Financial Services - Mortgages / Home loans

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Bulgarian

The entity accepts submissions in the following languages:

Bulgarian

The procedure has an average length of 2 month(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Секторна помирителна комисия за разглеждане на спорове в областта на финансовите услуги, включително и при предоставянето на финансови
услуги от разстояние, свързани с предоставяне на потребителски и ипотечни кредити (Version 2 - Current one)

Creation date: 2021-11-16 14:00:23 Modification date:  2021-11-16 14:00:26
Notification date : 2021-11-16 14:00:27 Publication date: 2021-11-18 09:42:03 

Секторна помирителна комисия за разглеждане на спорове в областта на финансовите услуги, включително и при предоставянето на финансови
услуги от разстояние, свързани с предоставяне на потребителски и ипотечни кредити (Version 1)

Creation date: 2016-01-25 14:25:53 Modification date:  2021-11-16 14:00:23
Notification date : 2016-01-25 14:26:28 Publication date: 2016-02-11 11:56:40 

            " "  

(Bulgaria)

“Consensus” Alternative Dispute Resolution Centre

NOTIFIED - (Date of notification:  2021-11-16)

1. CONTACT DETAILS

бул. "Съборни" 28, ет. 2
9000 Варна
Bulgaria 

Email address: sdr.konsensus@gmail.com

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Email address: sdr.konsensus@gmail.com
Website: https://mediationcenter.bg/cacr
Phone: +359 878 608 718
Fax: 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Clothing (including tailor-made goods) and footwear
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Electrical appliances for personal care
Other

Energy and Water

Water
Electricity
Gas
Other energy sources

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Mortgages / Home loans
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities
Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Postal services and electronic communications

Postal services & couriers
Fixed telephone services
Mobile telephone services
Internet services
Television services
Other communication services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services

Consumers against traders (C2B)

Bulgaria

3. PROCEDURE

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

Fees have to be paid by the consumer

Fixed fee

Fees have to be paid by the trader

Fixed fee

Fees details:
There are fees for handling disputes. There is an annual subscription fee of BGN 50 for handling up to five disputes. For any subsequent dispute, there is a
separate administrative fee of BGN 15 for processing the documents for each dispute referred to the Centre. In cases where no annual subscription fee
has been paid, there is an administrative fee of BGN 15 for processing the documents for each dispute.

The entity is handling the procedure in the following languages:

Bulgarian
English

The entity accepts submissions in the following languages:

Bulgarian
English

The procedure has an average length of 60 day(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or their representative in some cases

The procedure is non binding.

The dispute is frivolous or vexatious
The value of the claim is below or above the required threshold

4. HISTORY

Център за алтернативно решаване на спорове "Консенсус" (Version 1 - Current one)

Creation date: 2021-11-16 13:01:10 Modification date:  2021-11-16 13:50:46
Notification date : 2021-11-16 13:50:46 Publication date: 2021-12-10 14:18:51 

            " "                
(Bulgaria)

‘NAIS’ Alternative Dispute Resolution Centre of the National Association for Extrajudicial Settlements

NOTIFIED - (Date of notification:  2021-06-28)

1. CONTACT DETAILS

ул. "Врабча" № 26, 
1527 София
Bulgaria 

Email address: office@nais.bg
Website: http://www.nais.bg 
Phone: +35929890106
Fax: 

This ADR entity was first notified by Bulgaria

2. TYPE AND SECTOR OF DISPUTES

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles

Education

Schools
Language, driving instruction and other private courses

Energy and Water

Water
Electricity
Gas
Other energy sources

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Mortgages / Home loans
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities
Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

General Consumer Services

Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services

Health

Over-the-counter medication
Retirement homes and home care

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Postal services and electronic communications

Postal services & couriers
Fixed telephone services
Mobile telephone services
Internet services
Television services
Other communication services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services

Consumers against traders (C2B)

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

Bulgaria

3. PROCEDURE

No fees have to be paid by the consumer

Fees have to be paid by the trader

Fixed fee

Fees details:
The fee for conducting a mediation procedure is BGN 110 and is paid by the trader. All NAIS services for the consumer are free of charge. The trader can,
at their discretion, buy several credits and thus pay for several mediations in advance. The fee is payable by the trader, regardless of the outcome reached
by the parties in the dispute resolution procedure, i.e. whether or not they have reached an agreement.

The entity is handling the procedure in the following languages:

Bulgarian
English

The entity accepts submissions in the following languages:

Bulgarian
English

The procedure has an average length of 90 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is binding upon agreement by one or both parties 

The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The value of the claim is below or above the required threshold
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Център за алтернативно решаване на спорове "НАИС" към Сдружение Национална асоциация за извънсъдебни спогодби (Version 4 - Current one)

Creation date: 2021-06-28 15:28:25 Modification date:  2021-06-28 15:29:19
Notification date : 2021-06-28 15:29:19 Publication date: 2021-11-09 10:22:07 

Център за алтернативно решаване на спорове "НАИС" към Сдружение Национална асоциация за извънсъдебни спогодби (Version 3)

Creation date: 2021-06-28 15:25:33 Modification date:  2021-06-28 15:28:25
Notification date : 2021-06-28 15:26:04 Publication date: - 

Център за алтернативно решаване на спорове "НАИС" към Сдружение Национална асоциация за извънсъдебни спогодби (Version 2)

Creation date: 2018-03-15 08:34:04 Modification date:  2021-06-28 15:25:33
Notification date : 2018-03-23 07:59:11 Publication date: 2018-03-23 16:10:57 

Център за алтернативно решаване на спорове "НАИС ПРО" към Сдружение Национална асоциация за извънсъдебни спогодби (Version 1)

Creation date: 2016-12-06 13:13:15 Modification date:  2018-03-15 08:34:04
Notification date : 2016-12-06 13:46:08 Publication date: 2016-12-22 12:04:16 

Centar za mirenje Hrvatske obrtnike komore  (Croatia)

Mediation Centre of the Croatian Chamber of Trades and Crafts

NOTIFIED - (Date of notification:  2018-08-27)

1. CONTACT DETAILS

Ilica 49/II

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

10000 Zagreb
Croatia 

Email address: mirenje@hok.hr
Website: http://www.hok.hr/centar_za_mirenje
Phone: +385 1 4806 666
Fax: +385 1 4806 629

This ADR entity was first notified by Croatia

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Language, driving instruction and other private courses
Other

Energy and Water

Water
Electricity
Gas
Other energy sources

Financial Services

Financial Services - Other
Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Postal services and electronic communications

Postal services & couriers
Mobile telephone services
Internet services
Television services
Other communication services

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Other communication services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services
Other

Other

Other (Includes both goods and services)

Consumers against traders (C2B)

Croatia

3. PROCEDURE

Fees have to be paid by the consumer

Fixed fee

Fees have to be paid by the trader

Variable fee

Fees details:
The Decision of the Presidency of the Mediation Centre of the Croatian Chamber of Trades and Crafts, adopted at its 5th meeting held on 6 June 2017,
provides that  in consumer disputes, the mediator’s compensation and the Centre’s fee, both payable by the consumer, may be set at a
maximum amount of HRK 500.00

.

Article 13 of the Rules of the Mediation Proceedings of the Mediation Centre of the Croatian Chamber of Trades and Crafts (Official Gazette
No 22/2017) sets down the following costs for the trader:

 

The costs of mediation proceedings comprise a fee payable to the Centre, compensation payable to the mediator or mediators, including all legal taxes
and other charges, costs incurred by the mediator(s) and other persons involved in the mediation proceedings, costs of expert opinions, translation costs
and other expenses.
The compensation payable to the mediator and the fee payable to the Centre depend on the amount in dispute and vary according to the following criteria:
The costs of mediation proceedings comprise a fee payable to the Centre, compensation payable to the mediator or mediators, including all legal taxes
and other charges, costs incurred by the mediator(s) and other persons involved in the mediation proceedings, costs of expert opinions, translation costs
and other expenses.
The compensation payable to the mediator and the fee payable to the Centre depend on the amount in dispute and vary according to the following criteria:
1. If the compensation is calculated per day, a mediation day shall be understood to comprise 8 hours of mediation for every day commenced and,
depending on the amount in dispute, it shall amount to:

Amount in dispute 

Mediator’s daily
compensation 

Fee amount 

maximum
HRK 50 000.00 

HRK 1 000.00

HRK 400.00

HRK 50 001.00 –
200 000.00

HRK 1 500.00

HRK 600.00

HRK 200 001.00 –
500 000.00

HRK 2 500.00

HRK 800.00

HRK 500 001.00 –
900 000.00

HRK 3 000.00

HRK 1 000.00

HRK 900 001.00 –
1 500 000.00

HRK 4 000.00

HRK 1 500.00

2. If the amount in dispute exceeds HRK 1 500 000.00, the mediator’s compensation shall amount to HRK 4 000.00 plus 1 ‰ of the amount in dispute
exceeding HRK 1 500 000.00.
3. If the amount in dispute exceeds HRK 1 500 000.00, the fee shall amount to HRK 1 500.00.
4. Depending on the complexity of the dispute and other relevant considerations, the President of the Centre may consult with the mediator and parties to
the dispute and agree on an hourly compensation.
5. The parties to the dispute and the mediator may agree on different daily or hourly rates than those referred to in points 1 and 2 of this paragraph.

The entity is handling the procedure in the following languages:

Croatian
English

The entity accepts submissions in the following languages:

Croatian
English
German

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

The procedure has an average length of 1 month(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or their representative in some cases

The procedure is binding on consumers and traders 

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Centar za mirenje Hrvatske obrtničke komore (Version 2 - Current one)

Creation date: 2018-08-27 11:36:36 Modification date:  2018-08-27 11:39:32
Notification date : 2018-08-27 11:39:33 Publication date: 2018-08-27 12:11:41 

Centar za mirenje Hrvatske obrtničke komore (Version 1)

Creation date: 2017-06-08 11:45:34 Modification date:  2018-08-27 11:36:36
Notification date : 2017-06-08 15:26:32 Publication date: 2017-07-05 15:20:09 

Centar za mirenje Hrvatskog ureda za osiguranje  (Croatia)

Mediation Centre at the Croatian Insurance Bureau

NOTIFIED - (Date of notification:  2017-06-08)

1. CONTACT DETAILS

Martićeva 73/I
10000 Zagreb
Croatia 

Email address: mirenje@huo.hr
Website: https://www.huo.hr/
Phone: +385 1 4696 600
Fax: +385 1 4696 662

This ADR entity was first notified by Croatia

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

Consumers against traders (C2B)

Austria
Belgium
Croatia
Czech Republic

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Iceland
Ireland
Italy
Liechtenstein
Lithuania
Luxembourg
Malta
Netherlands
Norway
Poland
Portugal
Slovakia
Slovenia
Spain
Sweden

3. PROCEDURE

No fees have to be paid by the consumer

Fees have to be paid by the trader

Variable fee

Fees details:
Pursuant to Article 16 of the Code of Conduct for the Mediation Centre and the Mediation Proceedings at the Croatian Insurance Bureau:

the costs of the mediation proceedings, including the mediator’s fees and other expenses, are borne by the insurance undertaking which
initiated or agreed to the mediation proceedings (through the Croatian Insurance Bureau)
administrative costs relating to mediation proceedings are borne by the Croatian Insurance Bureau.
subscription fees are not charged.

Unless otherwise agreed by the parties, the amount of the mediator’s fees, including all taxes and other charges, depends on the amount in dispute:

Amount in dispute

Mediator’s fees (net total)

HRK 10 000.00

HRK 300.00

HRK 10 001.00 - 50 000.00

HRK 500.00

HRK 50 001.00 - 150 000.00

HRK 850.00

HRK 150 001.00 - HRK 400 000.00

HRK 1 300.00

HRK 400 001.00 - HRK 700 000.00

HRK 1 600.00

HRK 700 001.00 - HRK 1 500 000.00 HRK 2 000.00

If the amount in dispute exceeds HRK 1 500 000.00, the mediator’s fees shall amount to HRK 2 500.00.

The entity is handling the procedure in the following languages:

Croatian
English

The entity accepts submissions in the following languages:

Croatian
English

The procedure has an average length of 1 month(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or of their representative

The procedure is binding on consumers and traders 

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

4. HISTORY

Centar za mirenje Hrvatskog ureda za osiguranje (Version 1 - Current one)

Creation date: 2017-06-08 12:50:58 Modification date:  2017-06-08 15:26:32
Notification date : 2017-06-08 15:26:32 Publication date: 2017-06-28 14:15:24 

Centar za mirenje pri Hrvatskoj gospodarskoj komori  (Croatia)

Mediation Centre at the Croatian Chamber of Economy

NOTIFIED - (Date of notification:  2018-08-27)

1. CONTACT DETAILS

Rooseveltov trg 2
10000 Zagreb
Croatia 

Email address: mirenje@hgk.hr
Website: http://www.hgk.hr/centar-za-mirenje/o-centru-za-mirenje
Phone: +385 1 4848 622
Fax: +385 1 4848 625

This ADR entity was first notified by Croatia

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Schools
Language, driving instruction and other private courses
Other

Energy and Water

Water
Electricity
Gas
Other energy sources

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Mortgages / Home loans
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities
Non-life Insurance - Home and property
Non-life Insurance - Transport

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Postal services and electronic communications

Postal services & couriers
Fixed telephone services
Mobile telephone services
Internet services
Television services
Other communication services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services
Other

Consumers against traders (C2B)

Austria
Belgium
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Iceland
Ireland
Italy
Liechtenstein
Lithuania
Luxembourg
Malta
Netherlands
Norway
Poland
Portugal
Slovakia
Slovenia
Spain
Sweden

3. PROCEDURE

Fees have to be paid by the consumer

Variable fee

Fees have to be paid by the trader

Variable fee

Fees details:
CROATIAN CHAMBER OF ECONOMY
In accordance with Article 26 of the Statutes of the Croatian Chamber of Economy (Official Gazette Nos 11/94 – revised text, 108/95, 16/96, 64/01), the
Administrative Board of the Croatian Chamber of Economy adopted at its 10th meeting on 30 November 2011 this 

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

Administrative Board of the Croatian Chamber of Economy adopted at its 10th meeting on 30 November 2011 this 
DECISION
ON THE COSTS OF MEDIATION PROCEEDINGS 
Article 1
This Decision lays down the rules concerning the costs of proceedings governed by the Rules of Mediation Proceedings, as adopted by the Mediation
Centre of the Croatian Chamber of Economy (‘the Centre’).
Article 2
The parties to proceedings before the Centre shall bear the costs of such proceedings, which consist of:
a) the registration fees;
b) the mediator’s fees;
c) administrative costs;
b) material costs of the proceedings – travel expenses, expert witness fees, interpretation and translation costs and other costs.
Unless otherwise stipulated in this Decision, by agreeing to mediation at the Centre, the parties also agree to bear all the above costs.
The parties shall pay the costs of the proceedings into an account designated by the Centre.
Article 3
The registration fee for mediation proceedings shall be equivalent to EUR 120.00 and payable in the currency used at the Centre’s seat by applying the
Croatian National Bank’s selling rate at the date of payment.
Article 4
The fee payable to each mediator involved in the proceedings shall amount to HRK 1 200.00 gross for each mediation day commenced. In more complex
disputes, this fee may be increased by the President of the Centre in agreement with the mediator and the parties.
Article 5
The administrative costs shall be equal to 20% of the mediator's fee referred to in Article 4. If mediation proceedings are conducted by more than one
mediator, such costs shall be equal to 10% of the total fee payable to the mediators.
Article 6
Each mediator involved in the proceedings shall be entitled to reimbursement of travel expenses and a daily allowance, as provided for in the internal acts
of the Croatian Chamber of Economy, if the mediator resides outside the place of the mediation proceedings. The reimbursement of travel expenses shall
be based on the submission of relevant documents.
Article 7
Translators, interpreters, experts, photographers and other persons performing certain tasks in the mediation proceedings, and not being employees of the
Croatian Chamber of Economy, shall be entitled to compensation in an amount to be determined by the President of the Centre, taking into account the
prevailing circumstances of an individual case and the standard compensation paid for the services concerned.
By order of the Centre's Registrar, the parties shall bear the costs referred to in Article 1 in equal proportions by paying the amount indicated in the issued
invoice into a designated account of the Croatian Chamber of Economy.
Article 8
Unless otherwise agreed, the parties to the mediation proceedings shall bear the costs of proceedings in equal proportions.
Unless otherwise agreed, each party shall bear its own costs.
Article 9
This Decision shall apply to all proceedings commenced after its entry into force and to proceedings commenced before its entry into force if the
registration fee has not yet been paid.
Article 10
When this Decision enters into force, the provisions of the Decision on the Costs in Arbitration and Mediation Proceedings (Official Gazette Nos 108/2003
and 59/2007) pertaining to the costs of mediation proceedings shall no longer apply.
Article 11
This Decision shall enter into force on the eighth day after its publication in the Official Gazette.

The entity is handling the procedure in the following languages:

Croatian
English

The entity accepts submissions in the following languages:

Croatian
English

The procedure has an average length of 2 month(s) 

The procedure is done: in writing, orally 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is binding upon agreement by one or both parties 

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Centar za mirenje pri Hrvatskoj gospodarskoj komori (Version 2 - Current one)

Creation date: 2018-08-27 11:39:10 Modification date:  2018-08-27 11:39:34
Notification date : 2018-08-27 11:39:34 Publication date: 2018-08-27 12:11:41 

Centar za mirenje pri Hrvatskoj gospodarskoj komori (Version 1)

Creation date: 2017-06-08 12:12:55 Modification date:  2018-08-27 11:39:10
Notification date : 2017-06-08 15:26:32 Publication date: 2017-06-26 17:58:45 

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Centar za mirenje pri Hrvatskoj udruzi za medijaciju  (Croatia)

The Conciliation Centre at the Croatian Association for Mediation 

NOTIFIED - (Date of notification:  2021-03-31)

1. CONTACT DETAILS

Nikole Tesle 1
10000 Zagreb
Croatia 

Email address: info@mirenje.hr
Website: https://mirenje.hr/category/vijesti/
Phone: +385 1 4811 283
Fax: +385 1 4811 283

This ADR entity was first notified by Croatia

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Schools
Language, driving instruction and other private courses
Other

Energy and Water

Water
Electricity
Gas
Other energy sources

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Mortgages / Home loans
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities
Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Postal services and electronic communications

Postal services & couriers
Fixed telephone services
Mobile telephone services
Internet services
Television services
Other communication services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services
Other

Other

Other (Includes both goods and services)

Consumers against traders (C2B)

Croatia

3. PROCEDURE

Fees have to be paid by the consumer

Variable fee

Fees have to be paid by the trader

Variable fee

Fees details:
The Administrative Board of the Croatian Mediation Association (HUM) at its meeting held on 14 November 2011 adopted the Decision on Costs of
Mediation Proceedings at the Mediation, Negotiation and Dispute Resolution Centre (the Mediation Centre) of HUM
 – COST STATEMENT OF THE MEDIATION CENTRE –
The provisions of Article 2 – ADMINISTRATIVE COSTS – were amended by the Decision of the HUM Administrative Board adopted at its meeting on
28 October 2013.
The provisions of Article 13a were added to the Cost Statement on the basis of the HUM Administrative Board of 29 May 2017.
(Revised text)
Article 1
COSTS OF MEDIATION PROCEEDINGS
(1) The costs of the mediation proceedings comprise:
– the administrative costs;
– the logistics costs;
– the mediator’s compensation;
– the mediator’s material costs;
– other costs associated with the mediation proceedings.
Article 2
ADMINISTRATIVE COSTS
(1) Administrative costs are costs incurred in connection with the organisation, conducting, finalisation and documentation of the mediation proceedings.
(2) Overview of costs:
 
Overview of costs 

No

Amount in dispute

Administrative costs

I.

 maximum HRK 1 000.00

   HRK 150.00 + VAT

II.

  HRK 1 000.01 – HRK 5 000.00

  HRK 200.00 + VAT

III.

  HRK 5 000.01 – HRK 10 000.00

  HRK 300.00 + VAT

IV.

  HRK 10 000.01 – HRK 20 000.00

  HRK 400.00 + VAT

V.

  HRK 20 001.00 – HRK 50 000.00

  HRK 700.00 + VAT

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

VI.

   HRK 50 001.00 – HRK 100 000.00

  HRK 1 000.00 + VAT

VII.   HRK 100 001.00 – HRK 500 000.00

  HRK 1 300.00 + VAT

VIII.   HRK 500 001.00 – HRK 1 000 000.00

  HRK 1 700.00 + VAT

IX.

  HRK 1 000 001.00 – HRK 2 000 000.00   HRK 2 000.00 + VAT

X.

  HRK 2 000 001.00 – HRK 5 000 000.00   HRK 2 500.00 + VAT

XI.

  HRK 5 000 001.00 and above

  HRK 3 000.00 + VAT

 

(3) Once the parties have agreed to engage in mediation proceedings, the Registrar of the Mediation Centre should determine the amount in dispute in an
appropriate manner and in agreement with the parties. If the parties cannot agree on the amount in dispute, it shall be determined by the Registrar of the
Mediation Centre.
(4) If counter-claims or objections raised by the parties are considered to be part of the mediation proceedings, or if there are claims stemming from several
disputes between the parties concerned, the value of all claims shall be taken as a whole for the purpose of determining the total administrative costs.
(5) If the amount in dispute is given in a foreign currency, its HRK equivalent shall be determined according to the Croatian National Bank’s selling rate for
that currency from the date on which the parties agreed to enter into mediation proceedings, or when they submitted a joint proposal for mediation.
(6) If it is not possible to determine the amount in dispute, the administrative costs shall be set at HRK 1 000.00 + VAT, unless the parties have agreed
differently with the Mediation Centre and the mediator.
LOGISTIC COSTS
Article 3
(1) The logistics costs shall include all costs arising from use of HUM’s equipment for the purposes of mediation proceedings and the parties’ special
requests for accommodation, deliveries, meals, transport, etc. which shall be determined and agreed by the parties.
(2) The decision to charge such costs and their amount shall be taken by the Registrar of the Mediation Centre, namely the Registrar of HUM, in
agreement with the Chairman of HUM.
(3) If the amount of logistics costs has not been or cannot be determined, it shall be set at HRK 200.00 per day, whereas if the actual amount of costs has
been or can be determined, that amount shall be increased by 20% in favour of HUM .
(4) The costs referred to in points 1, 2 and 3 of this article shall be paid by the parties in advance and in equal proportions, whereas those incurred as a
result of requests of one or several parties shall be borne by the parties ordering such special services.
Article 4
MEDIATOR’S COMPENSATION
(1) The mediator’s compensation shall be determined by each individual mediator in agreement with the parties involved.
(2) Unless otherwise agreed between the parties and the mediator, the amount of the mediator’s compensation shall be determined according to the
amount in dispute, as shown in the table below, and it may be increased in accordance with the provisions of Article 7 of this Cost Statement.
 
Mediator’s compensation 

No

Amount in dispute

Mediator’s compensation (net)

I.

 maximum HRK 1 000.00

HRK 00.00 net

II.

  HRK 1 000.01 – HRK 5 000.00

HRK 250.00 net

III.

  HRK 5 000.01 – HRK 10 000.00

HRK 400.00 net

IV.

  HRK 10 000.01 – HRK 20 000.00

HRK 600.00 net

V.

  HRK 20 001.00 – HRK 50 000.00

HRK 900.00 net

VI.

  HRK 50 001.00 – HRK 100 000.00

HRK 1 200.00 net

VII.   HRK 100 001.00 – HRK 500 000.00

HRK 2 000.00 net

VIII.   HRK 500 001.00 – HRK 1 000 000.00

HRK 2 500.00 net

IX.

  HRK 1 000 001.00 – HRK 2 000 000.00 HRK 3 000.00 net

X.

  HRK 2 000 001.00 – HRK 5 000 000.00 HRK 5 000.00 net

XI.

  HRK 5 000 001.00 and above

HRK 7 000.00 net

(3) The amount in dispute shall be determined in accordance with the provisions of Article 2(3) of this Cost Statement.
(4) The mediator’s compensation expressed in net terms shall be increased by the corresponding amounts of tax, surtax, social security contributions and
VAT.
(5) The mediator’s compensation, as described in point 2 of this Article, may be increased according to the circumstances set out in the provisions of
Article 7 of this Cost Statement or according to the agreement between the mediator and the parties involved.
(6) If the counter-claims and objections raised by the parties are considered as part of the mediation proceedings, the values of those claims shall be taken
as a whole for the purpose of determining the amount of the mediator’s compensation.
(7) If the amount in dispute is expressed in a foreign currency, its HRK equivalent shall be determined, for the purposes of calculating the amount of the
mediator’s compensation, by applying the average exchange rate of the Croatian National Bank for the currency concerned from the date on which the
mediation proceedings commenced. If the value has changed during the mediation proceedings, the HRK equivalent shall be determined by applying the
average exchange rate of the Croatian National Bank for the currency concerned from the date on which the change is notified to HUM.
(8) In disputes in which the material value cannot be determined, the mediator’s compensation shall amount to HRK 1 000.00 (net), unless the parties
should agree otherwise with the Mediation Centre and the mediator.
Article 5
MEDIATOR’S MATERIAL COSTS
(1) The mediator conducting the mediation proceedings at HUM’s Mediation Centre in Zagreb, or at a mediation centre at a branch of HUM in another city,
shall be entitled, in addition to the mediator’s compensation, to a reimbursement of travel expenses, accommodation and subsistence expenses if the
mediator’s place of residence is further than 50 km from the City of Zagreb or from the location of the HUM branch.
(2) The mediator referred to in point 1 of this article shall be reimbursed for their travel expenses with an amount equal to the price of a return bus ticket or
a return ticket by any other means of transportation, as agreed with the parties, to/from their place of residence for every meeting held during the mediation
proceedings, irrespective of the number of such meetings. Travel expenses shall be appropriately documented (i.e. presentation of the tickets).
(3) The amount of accommodation expenses to be reimbursed to the mediator shall be determined on the basis of a hotel invoice (up to 3 stars).
(4) The subsistence expenses to be reimbursed to the mediator shall be set at the level of a non‑taxable daily allowance.

(5) The mediator’s material costs referred to in point 1 of this article shall be paid in advance by the parties prior to each trip.
Article 6
CO-MEDIATOR’S COSTS
(1) If the mediation proceedings are conducted by two or more mediators, and unless the parties agree otherwise with the mediators, the costs of the
mediation proceedings shall be calculated as follows:
– the mediator’s compensation referred to in Article 4 of this Cost Statement shall be calculated separately for each mediator;
– the mediators’ material costs shall be calculated separately for each mediator.

(2) The administrative costs referred to in Article 2 of this Cost Statement may be increased by 10%.
Article 7
INCREASING THE COSTS OF MEDIATION PROCEEDINGS
(1) Unless the parties agree otherwise with the Mediation Centre and the mediator, the costs of mediation proceedings, as determined in accordance with
the provisions of this Cost Statement, may be increased if:
– more than two parties are involved in the mediation proceedings,
– the dispute is a very complex one,
– the dispute is such that particular specialist knowledge is required of the mediator(s),
– the mediation proceedings are to be conducted in a foreign language,
– more than three meetings need to be held during the mediation proceedings,
– the mediation proceedings need to be held outside the Mediation Centre’s seat.
(2) Unless otherwise agreed with the parties, the costs of the mediation proceedings shall be increased according to the following criteria:
– if more than two parties are involved in the mediation proceedings, the administrative costs and the mediator’s compensation may be increased by 10%,
for each additional party,
– if the dispute is a very complex one, if the dispute is such that particular specialist knowledge is required of the mediator(s), and if the mediation
proceedings are to be conducted in a foreign language, the mediator’s compensation may be increased by 30%.
– the Registrar of the Mediation Centre will take a decision on whether there is a need for particular specialist knowledge, on the level of complexity of the
dispute, or on whether the mediation proceedings are to be conducted in a foreign language;
– if more than three meetings need to be held during mediation proceedings, the administrative costs and the mediator’s compensation may be increased
by 10% for each additional meeting;
– if the mediation proceedings or a meeting during the mediation proceedings are held outside the Mediation Centre’s seat, the administrative costs and/or
the mediator’s compensation may be increased by 30%.
Article 8
REDUCING THE COSTS OF MEDIATION PROCEEDINGS
(1) The costs of mediation proceedings may be reduced by up to 100%, depending on the type of dispute and the characteristics of the parties involved,
and provided the party/parties submit(s) to the Mediation Centre a relevant certificate issued by the competent Social Welfare office justifying a partial or
full exemption from such costs.
Article 9
PAYING THE COSTS OF MEDIATION PROCEEDINGS
(1) Unless otherwise agreed by the parties, all costs of mediation proceedings shall be shared by the parties in equal proportion.
(2) The costs of mediation proceedings relating to the administrative costs and the compensation payable to the mediator and co-mediator(s) shall be paid
into HUM’s designated account before the first meeting of the mediation proceedings. Otherwise, a decision can be made not to conduct the mediation
proceedings.
(3) The parties are required to cover the costs of mediation proceedings irrespective of whether a settlement is reached during the proceedings or not.
(4) If, during the mediation proceedings, overall circumstances should change in such a way as to necessitate an increase in the related costs (e.g. an
increase in the amount in dispute, an increase in the number of parties involved, a need to call a fourth or further meeting(s) or to conduct the mediation
proceedings in a foreign language), the Mediation Centre shall invite the parties involved to pay an additional amount within a period of 8 days, minimum,
and 15 days, maximum. If the parties fail to make the payment within such period, a decision can be made to postpone the next meeting within the
mediation proceedings until the required amount has been paid.
Article 10
AGREEMENT ON THE COSTS OF MEDIATION PROCEEDINGS
(1) By agreeing to participate in mediation proceedings at the Mediation Centre, the parties agree to adhere to the provisions of this Cost Statement.
(2) The Agreement on the Costs of Mediation Proceedings shall be considered an integral part of the Mediation Agreement, and it shall be signed by the
mediator(s) and the parties and/or their attorneys.
Article 11
OTHER COSTS OF MEDIATION PROCEEDINGS
(1) Unless otherwise agreed by the parties, each party shall bear their respective costs in connection with the proceedings, including also the costs of their
legal representatives, attorneys, advisers and attendants.
(2) Unless otherwise agreed by the parties, the costs in connection with expert opinions or presentation of evidence shall be borne by the party requesting
an expert opinion or presentation of evidence.
(3) The costs in connection with translation shall be borne by the party for whose purposes the translation has been made. If the translation has been made
for the purposes of both or all parties, such costs shall be shared by the parties in equal proportions.
(4) If a meeting in the mediation proceedings has been convened outside the Mediation Centre’s seat, the resulting increase in costs (a 20% increase in the
administrative costs and an increase in the mediator’s material costs) shall be borne by the party requesting a meeting outside the Mediation Centre’s
seat, unless otherwise agreed by the parties.
(5) If both parties have jointly proposed to hold a meeting outside the Mediation Centre’s seat, the resulting additional costs referred to in point 5 of this
article shall be divided equally between the parties.
Article 12
COST RECORDS
(1) The Registrar of the Mediation Centre shall keep records of the cost payments received and of the payments made to cover the costs of mediation
proceedings.
(1) At the end of the mediation proceedings, the Registrar of the Mediation Centre shall prepare a complete statement of costs of the mediation
proceedings, including in particular:
– a breakdown of total costs (in net and gross amounts);
– identification of the contributor, the breakdown and amount (net and gross) of individual payment liabilities;
– the payment date for each party;
– the name of the payment beneficiary and the amount (net and gross) paid out.
(2) On the basis of the statement of costs, an invoice shall be prepared and the parties to the mediation proceedings invited to pay the final cost amount.
(3) The statement of costs of the mediation proceedings shall be enclosed with the MIR file.
Article 13
RELATIONSHIP BETWEEN THE MEDIATION CENTRE AND THE MEDIATOR(S)
(1) For each mediation proceedings, HUM shall sign an agreement with the mediator conducting the relevant mediation proceedings on behalf of HUM.
(2) At the end of the mediation proceedings, HUM shall pay the mediator their compensation into the designated account, together with all legal taxes and
other charges.
(3) If provided for in the agreement, the mediator’s compensation shall be paid to the mediator irrespective of whether a settlement has been reached
during the mediation proceedings or not.
(4) In the event that the costs of the mediation proceedings and/or the mediator’s compensation are not determined in accordance with the provisions of
this Cost Statement, the mediator conducting the mediation proceedings on behalf of HUM under a special agreement with the parties involved shall
assign 5% of the total mediator’s compensation (in net terms) to HUM.
Article 13(a)
FACILITATION OF AND PREPARATION FOR MEDIATION PROCEEDINGS
All provisions of this Cost Statement concerning the costs of mediation proceedings and the mediator(s) apply mutatis mutandis to the facilitation and
preparation costs of the parties, their attorneys and other participants in the mediation proceedings.
The mediators included on the List of Mediators of the HUM Mediation Centre may facilitate and prepare the mediation proceedings at the HUM Mediation
Centre.
Article 13(b)
COSTS OF MEDIATION PROCEEDINGS IN CONSUMER DISPUTES
Total costs of mediation proceedings in consumer disputes to be borne by the consumer may be up to HRK 500.00 + VAT.
ENTRY INTO FORCE OF THE DECISION ON COSTS
Article 14
(1) The Mediation Centre’s Decision on Costs – the Mediation Centre’s Cost Statement has applied since the day of its adoption, 14 November 2011, and
has replaced completely the Decision on Costs of the Mediation Centre of the Croatian Mediation Association of 14 March 2011.
(2) The provisions of Article 2. – ADMINISTRATIVE COSTS – were amended by the Decision of HUM’s Administrative Board adopted at its meeting on
28 October 2013.
(3) The provisions of Article 13(a) and 13(b) were added to the Cost Statement on the basis of the Decision of HUM’s Administrative Board adopted at its
meeting of 29 May 2017.
(4) This revised text of the Cost Statement shall enter into force on 29 May 2017.
CHAIRMAN OF HUM:
Ph.D. Srđan Šimac

The entity is handling the procedure in the following languages:

Croatian
English

The entity accepts submissions in the following languages:

Croatian
English

The procedure has an average length of 1 month(s) 

The procedure is done: in writing, orally 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Centar za mirenje pri Hrvatskoj udruzi za medijaciju (Version 3 - Current one)

Creation date: 2021-03-31 11:41:26 Modification date:  2021-03-31 11:41:41
Notification date : 2021-03-31 11:41:42 Publication date: 2021-05-06 14:26:23 

Centar za mirenje pri Hrvatskoj udruzi za mirenje (Version 2)

Creation date: 2018-08-27 11:37:57 Modification date:  2021-03-31 11:41:26
Notification date : 2018-08-27 11:39:36 Publication date: 2018-08-27 12:11:41 

Centar za mirenje pri Hrvatskoj udruzi za mirenje (Version 1)

Creation date: 2017-06-08 11:04:26 Modification date:  2018-08-27 11:37:57
Notification date : 2017-06-08 15:26:32 Publication date: 2017-07-10 15:08:43 

PROFI TEST d.o.o., Centar za mirenje "Medijator"  (Croatia)

PROFI TEST, ‘Medijator’ Mediation centre 

NOTIFIED - (Date of notification:  2017-06-08)

1. CONTACT DETAILS

Petra Hektorovića 2
43000 Bjelovar
Croatia 

Email address: medijator@medijator.com.hr
Website: http://medijator.com.hr/
Phone: +385 43 231 156
Fax: +385 43 231 211

This ADR entity was first notified by Croatia

2. TYPE AND SECTOR OF DISPUTES

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Schools
Language, driving instruction and other private courses
Other

Energy and Water

Water
Electricity
Gas
Other energy sources

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Mortgages / Home loans
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities
Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Pet services
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Postal services and electronic communications

Postal services & couriers
Fixed telephone services
Mobile telephone services
Internet services
Television services
Other communication services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services
Other

Consumers against traders (C2B)

B. The entity is competent for disputes initiated by

Croatia

3. PROCEDURE

Fees have to be paid by the consumer

Variable fee

Fees have to be paid by the trader

Variable fee

Fees details:
DECISION ON COSTS OF MEDIATION PROCEEDINGS AT "MEDIJATOR" MEDIATION CENTRE 
Article 1
This Decision lays down the rules on the costs of proceedings governed by the Rules Establishing the ‘Medijator’ Mediation Centre and on the Conduct of
Mediation Proceedings (‘the Centre’). 
Article 2
The parties to the proceedings before the Centre shall bear the costs of such proceedings, which include: 
a) the registration fees; 
b) the mediator’s fees; 
c) administrative costs; 
b) material costs of the proceedings – (travel expenses, translation costs and other costs). 
Unless otherwise stipulated in this Decision, by agreeing to mediation at the Centre, the parties also agree to bear all the above costs. 
The above costs shall be borne by the parties in equal proportion, whereas those incurred as a result of requests of one or several parties shall be borne
by the parties ordering such special services. 
The costs of mediation proceedings may be reduced by up to 100%, depending on the type of dispute. 
The decision on the type of disputes to be mediated free‑of‑charge for the parties shall be made by the President of the Centre. 
Free‑of‑charge mediation proceedings may be agreed upon separately with the user of the mediation services. The parties shall pay the costs of the
proceedings into an account designated by the Centre. 

Article 3
The registration fee for mediation proceedings shall amount to HRK 200.00. 
Article 4
The fees payable to each mediator involved in the proceedings shall amount to HRK 500.00 net for each mediation day started. 
Depending on the amount in dispute, the mediator’s fees shall be calculated per mediation day as follows: 

Amount in dispute

Mediator’s fees (net) 

maximum HRK 10 000.00 

HRK 400.00 

HRK 10 001.00 to HRK 50 000.00 

HRK 700.00

HRK 50 001.00 to HRK 150 000.00

HRK 1 000.00

HRK 150 001.00 to HRK 400 000.00

HRK 1 300.00

HRK 400 000.00 to HRK 700 000.00

HRK 1 600.00

HRK 700 001.00 to HRK 1 500 000.00

HRK 1 900.00

HRK 1 500 001.00 to HRK 2 000 000.00 HRK 2 200.00

HRK 2 000 001.00 and above 

HRK 2 500.00

In disputes of lesser or greater complexity, the President of the Centre may decrease or increase the amount of the fees, in agreement with the mediator
and the parties. 
Article 5
The administrative costs shall be equal to 20% of the mediator’s fees referred to in Article 4. If the mediation proceedings are conducted by more than one
mediator, such costs shall be equal to 10% of the total fees payable to the mediators. 
Article 6
Each mediator involved in the proceedings shall be entitled to reimbursement of travel expenses if the mediator resides outside the town of the mediation
proceedings. The reimbursement of travel expenses shall be based on the submission of relevant documents. 
Article 7
Unless otherwise agreed, each party shall bear its own costs. The parties shall pay the costs of mediation proceedings to the Centre, irrespective of
whether or not an agreement has been reached in the mediation. 
Article 8
This Decision shall enter into force on the day of its adoption and it shall apply to all proceedings commencing after its entry into force. 

The entity is handling the procedure in the following languages:

Croatian
English
Italian

The entity accepts submissions in the following languages:

Croatian
English
Italian

The procedure has an average length of 2 month(s) 

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

The procedure is done: in writing, orally 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is binding on consumers and traders 

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

PROFI TEST d.o.o., Centar za mirenje "Medijator" (Version 1 - Current one)

Creation date: 2017-06-08 13:13:08 Modification date:  2017-06-08 15:26:32
Notification date : 2017-06-08 15:26:32 Publication date: 2017-06-28 15:50:01 

Sud asti Hrvatske obrtnike komore  (Croatia)

Court of Honour at the Croatian Chamber of Trades and Crafts 

NOTIFIED - (Date of notification:  2018-08-27)

1. CONTACT DETAILS

Ilica 49/II
10000 Zagreb
Croatia 

Email address: sud-casti@hok.hr
Website: http://www.hok.hr/sud_casti
Phone: +385 1 4806 666
Fax: +385 1 4806 629

This ADR entity was first notified by Croatia

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Language, driving instruction and other private courses
Other

Energy and Water

Water
Electricity
Gas
Other energy sources

Financial Services

Financial Services - Other
Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Postal services and electronic communications

Postal services & couriers
Mobile telephone services
Internet services
Television services
Other communication services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services
Other

Other

Other (Includes both goods and services)

Consumers against traders (C2B)

Croatia

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Croatian
English

The entity accepts submissions in the following languages:

Croatian
English
German

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

The procedure has an average length of 3 month(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or their representative in some cases

The procedure is binding on consumers and traders 

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Sud časti Hrvatske obrtničke komore (Version 2 - Current one)

Creation date: 2018-08-27 11:37:19 Modification date:  2018-08-27 11:39:36
Notification date : 2018-08-27 11:39:37 Publication date: 2018-08-27 12:11:41 

Sud časti Hrvatske obrtničke komore (Version 1)

Creation date: 2017-06-08 11:30:47 Modification date:  2018-08-27 11:37:19
Notification date : 2017-06-08 15:26:32 Publication date: 2017-07-05 15:20:09 

Sud asti pri Hrvatskoj gospodarskoj komori  (Croatia)

The Court of Honour at the Croatian Chamber of Economy

NOTIFIED - (Date of notification:  2017-06-08)

1. CONTACT DETAILS

Rooseveltov trg 2
10000 Zagreb
Croatia 

Email address: sudcasti@hgk.hr
Website: http://www.hgk.hr/sud-casti-pri-hgk/o-sudu-casti
Phone: +385 1 4848 624
Fax: +385 1 4848 625

This ADR entity was first notified by Croatia

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Schools
Language, driving instruction and other private courses

Energy and Water

Water
Electricity
Gas
Other energy sources

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Mortgages / Home loans
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities
Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Pet services
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Postal services and electronic communications

Postal services & couriers
Fixed telephone services
Mobile telephone services
Internet services
Television services
Other communication services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services
Other

Consumers against traders (C2B)

Croatia

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Croatian

The entity accepts submissions in the following languages:

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

The entity accepts submissions in the following languages:

Croatian

The procedure has an average length of 3 month(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or of their representative

The procedure is binding on consumers and traders 

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Sud časti pri Hrvatskoj gospodarskoj komori (Version 1 - Current one)

Creation date: 2017-06-08 10:01:00 Modification date:  2017-06-08 15:26:32
Notification date : 2017-06-08 15:26:32 Publication date: 2017-06-27 17:45:56 

Cyprus Consumer Center for Alternative Dispute Resolution (Cyprus)

NOTIFIED - (Date of notification:  2021-01-04)

1. CONTACT DETAILS

Κυριάκου Μάτση 16
1082 Λευκωσία
Cyprus 

Email address: secretariat@adr.com.cy
Website: http://www.adrcyprus.com
Phone: 22519741
Fax: 22318214

This ADR entity was first notified by Cyprus

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Schools
Language, driving instruction and other private courses
Other

Energy and Water

Water
Electricity
Gas
Other energy sources

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Mortgages / Home loans
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities
Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services
Other

Health

Prescribed medication
Over-the-counter medication
Medical devices and other physical aids used by patients
Health services
Retirement homes and home care
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Other

Other

Other (Includes both goods and services)

Consumers against traders (C2B)

Cyprus

3. PROCEDURE

Fees have to be paid by the consumer

Variable fee

Fees have to be paid by the trader

Variable fee

Fees details:

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

Conciliation:

Dispute submission fees
Non-refundable fees of EUR 20 for submitting a dispute with the Center.
Conciliation fees

Amount of purchased goods or services in euros (EUR) Consumer fees in euros (EUR) Trader fees in euros (EUR)

Up to 500

20

80

501 - 2,000

40

160

2,001 - 10,000

80

320

10,001 - 50,000

160

640

50,001 - 100,000

320

1,280

over 100,001 

640

1,700

 
All of the above fees are exclusive of VAT and paid before starting the conciliation procedure.
The above fees are based on an 8-hour conciliation procedure. For every additional hour of conciliation, the following shall be paid:

an additional fee of EUR 20 per hour for consumers and of EUR 60 per hour for the trader regarding disputes of amounts between EUR 0 and
10,000
an additional fee of EUR 40 per hour for consumers and of EUR 100 per hour for the trader regarding disputes of amounts over EUR 10,000
the maximum amount paid by a consumer is EUR 800.

 

Mediation:

Dispute submission fees
Non-refundable fees of EUR 20 for submitting a dispute with the Center.
Mediation fees

Amount of purchased goods or services in euros (EUR) Consumer fees in euros (EUR) Trader fees in euros (EUR)

Up to 500

20

80

501 - 2,000

40

160

2,001 - 10,000

80

320

10,001 - 50,000

160

640

50,001 - 100,000

320

1,280

over 100,001 - 500,000

640

1,700

 
All of the above fees are exclusive of VAT and paid before starting the mediation procedure.
The above fees are based on an 8-hour mediation procedure. For every additional hour of mediation, the following shall be paid:

an additional fee of EUR 20 per hour for consumers and of EUR 60 per hour for the trader regarding disputes of amounts between EUR 0 and
10,000
an additional fee of EUR 40 per hour for consumers and of EUR 100 per hour for the trader regarding disputes of amounts over EUR 10,000
the maximum amount paid by a consumer is EUR 800.

Arbitration

Dispute submission fees
Non-refundable fees of EUR 20 for submitting a dispute with the Center.
Arbitration fees

Amount of purchased goods or services in euros (EUR) Consumer fees in euros (EUR) Trader fees in euros (EUR)

500 - 10,000

25

100

over 10,001

30

120

 
All of the above fees are exclusive of VAT and paid per working hour.
A deposit of 2 hours arbitration shall be paid with the commencement of the proceedings. 
The above fees are based on a 1-hour arbitration procedure. For every additional hour of arbitration, the following shall be paid:

an additional fee of EUR 25 per hour for consumers and of EUR 100 per hour for the trader regarding disputes of amounts between EUR 0 and
10,000
an additional fee of EUR 30 per hour for consumers and of EUR 120 per hour for the trader regarding disputes of amounts over EUR 10,000
the maximum amount paid by a consumer is EUR 1,000.

The expenses of the trader do not include the cost of using sites owned/leased/licensed by the Center to resolve the dispute. These expenses are
chargeable at €100 per day + VAT in case facilities owned/leased/licensed by the Center are used. They are not payable in case the Trader is committed
to ADR through an annual subscription to the Center or where the Center decides to exempt the Trader from such expenses.

The entity is handling the procedure in the following languages:

English
Greek

The entity accepts submissions in the following languages:

English

B. Language(s)

Greek

The procedure has an average length of 50 day(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or their representative in some cases

This entity might reach more than one type of outcome. It might be binding on consumers and traders , or non-binding 

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The value of the claim is below or above the required threshold
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Cyprus Consumer Center for Alternative Dispute Resolution (Version 5 - Current one)

Creation date: 2021-01-04 08:19:50 Modification date:  2021-01-04 08:39:14
Notification date : 2021-01-04 08:39:16 Publication date: 2021-01-29 13:37:54 

Cyprus Consumer Center for Alternative Dispute Resolution (Version 4)

Creation date: 2019-03-06 13:38:08 Modification date:  2021-01-04 08:19:50
Notification date : 2019-03-06 13:38:17 Publication date: 2019-04-29 16:35:25 

Cyprus Consumer Center for Alternative Dispute Resolution (Version 3)

Creation date: 2019-01-11 15:30:49 Modification date:  2019-03-06 13:38:08
Notification date : 2019-01-11 15:30:58 Publication date: 2019-02-11 14:17:55 

Cyprus Consumer Center for Alternative Dispute Resolution (Version 2)

Creation date: 2018-12-11 07:57:45 Modification date:  2019-01-11 15:30:49
Notification date : 2018-12-11 07:57:57 Publication date: 2019-01-08 15:20:34 

Cyprus Consumer Center for Alternative Dispute Resolution (Version 1)

Creation date: 2018-12-05 15:04:17 Modification date:  2018-12-11 07:57:45
Notification date : 2021-01-04 08:39:16 Publication date: - 

Cyprus Technical Chamber (ETEK) Alternative Dispute Resolution Centre (ETEK ADR Centre)  (Cyprus)

NOTIFIED - (Date of notification:  2018-10-22)

1. CONTACT DETAILS

8 Kerveros Street
1016 Nicosia
Cyprus 

Email address: cyprus@etek.org.cy 
Website: http://www.etek.org.cy
Phone: 00357 22 877644
Fax: 00357 22 730373

This ADR entity was first notified by Cyprus

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

House maintenance and improvement goods
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Fuels and lubricants for vehicles and other means of personal transport
Electrical appliances for personal care
Cleaning and maintenance products, articles for cleaning and non-durable household articles

Energy and Water

Water
Electricity
Gas
Other energy sources

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
Maintenance and repair of vehicles and other transport

Transport services

Tram, bus, metro and underground
Sea, river, other water transport
Transport infrastructure services

Both (C2B and B2C)

Cyprus

3. PROCEDURE

Fees have to be paid by the consumer

Variable fee

Fees have to be paid by the trader

Variable fee

Fees details:
The fees to be paid by the consumer and the trader vary, depending on the ADR procedure and the value of the claim.
1. Conciliation

Amount in dispute:

 EUR 250 - EUR 5.000

Fee payable by consumers: 

EUR 20 plus VAT 

Fee payable by traders: 

Up to EUR 280 plus VAT 

The amount of 20 euro is not refuntable in the event the trader does not accept the ADR procedure but is retained by the Centre as adminastrative fee.

Amount in dispute:

 More than EUR 5.000

Fee payable by consumers: 

20% of the cost 

Fee payable by traders: 

80% of the cost 

With the submission of the complaint, the consumer pays EUR 50. The amount of EUR 50 is not refuntable in case the trader does not accept the ADR
procedure but is retained by the Centre as adminastrative fee .
 
The cost of Conciliation proceedings is determined by the Centre as a percentage of the parties dispute:

Up to 10% for a dispute of EUR 5.000 - EUR 10.000 
Up to 7% for a dispute of EUR 10.000 - EUR 50.000
Up to 5% for a dispute of EUR 50.000 - EUR 100.000
Up to 3% for a dispute of EUR 100.000 - EUR 500.000
Up to 2% for a dispute of more than EUR 500.000 

 
2. Mediation

Amount in dispute:

 EUR 500 - EUR 5.000 

Fee payable by consumers: 

EUR 20  plus VAT 

Fee payable by traders: 

Up to EUR 280 plus VAT

The amount of 20 euro is not refuntable in the event the trader does not accept the ADR procedure but is retained by the Centre as adminastrative fee.

Amount in dispute:

 More than EUR 5.000

Fee payable by consumers: 

50% of the cost 

Fee payable by traders: 

50% of the cost 

The fees of the ADR procedure are paid in advance equally by the parties. 90% of the fees are payable to the Mediator and 10% to the Centre.
The compensation payable to the mediator and to the Centre depends on the amount in dispute and vary according to the following criteria:

300 euro if the amount in dispute (excluding interest and expenses) does not exceed the EUR 3.000.
From 7% to 10% if the amount in dispute (excluding interest and expenses) is between EUR 3.000 and EUR 10.000, with a minimum amount
payable of EUR 300.
From 5% to 7% if the amount in dispute (excluding interest and expenses) is between EUR 10.000 and EUR 50.000, with a minimum amount
payable of EUR 700.
From 3% to 5% if the amount in dispute (excluding interest and expenses) is between EUR 50.000 and EUR 100.000, with a minimum amount
payable of EUR 2.500.
From 1% to 2% if the amount in dispute (excluding interest and expenses) exceeds EUR 500.000, with a minimum amount payable of EUR 10.000.

The compensation of the Mediator is not refundable in the event the ADR procedure is terminated.
 
3. Arbitration

Amount in dispute:

 EUR 1.000 - EUR 10.000 

Fee payable by consumers: 

EUR 20 plus VAT 

Fee payable by traders: 

Up to EUR 280 plus VAT

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

Fee payable by traders: 

Up to EUR 280 plus VAT

The amount of EUR 20 is not refuntable in case the trader does not accept the ADR procedure but is retained by the Centre as adminastrative fee.

In the event that there is a need of a site autopsy the cost is 50% for the consumer and 50% for the trader.
The total cost of the ADR procedure: Up to 700 euro plus VAT (200 euro plus VAT for two meetings and EUR 300 plus VAT for a site autopsy).

Amount in dispute:

 More than EUR 10.000 

Fee payable by consumers: 

Depends on the decision of the Arbitrator  

Fee payable by traders: 

Depends on the decision of the Arbitrator 

The compensation payable to the Arbitrator is EUR 100 per manpower plus VAT, for the concise procedure and EUR 120 for the regular one.  

The fee for the arbitration is paid by the parties to the Centre upon receipt of the decision. 75% of the fee is paid by the Centre to the Arbitrator and 25%
remains for the Centre.  
 

The entity is handling the procedure in the following languages:

English
Greek

The entity accepts submissions in the following languages:

English
Greek

The procedure has an average length of 45 day(s) 

The procedure is done: in writing 

The entity requires the physical presence of the parties and/or their representative in some cases

The procedure is binding upon agreement by one or both parties 

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The value of the claim is below or above the required threshold
The consumer has not submitted the complaint to the dispute resolution body within the required time limit
Dealing with the dispute will seriously affect the functioning of the dispute resolution body

4. HISTORY

Cyprus Technical Chamber (ETEK) Alternative Dispute Resolution Centre (ETEK ADR Centre) (Version 3 - Current one)

Creation date: 2018-10-22 08:35:48 Modification date:  2018-10-22 08:35:58
Notification date : 2018-10-22 08:35:59 Publication date: 2019-01-14 11:29:27 

Cyprus Technical Chamber (ETEK) Alternative Dispute Resolution Centre (ETEK ADR Centre) (Version 2)

Creation date: 2018-10-19 14:36:51 Modification date:  2018-10-22 08:35:48
Notification date : 2018-10-19 14:37:00 Publication date: - 

Cyprus Technical Chamber (ETEK) Alternative Dispute Resolution Centre (ETEK ADR Centre) (Version 1)

Creation date: 2018-10-19 11:51:35 Modification date:  2018-10-19 14:36:51
Notification date : 2018-10-19 14:31:34 Publication date: - 

              ( )  

(Cyprus)

Office of the Commissioner of Electronic Communications and Postal Regulation (ΓΕΡΗΕΤ)

NOTIFIED - (Date of notification:  2018-01-09)

1. CONTACT DETAILS

Ηλιουπόλεως 12
1101 Λευκωσία
Cyprus 

Email address: info@ocecpr.org.cy

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Website: http://www.ocecpr.org.cy/
Phone: 00357 22 693000
Fax: 00357 22693070

This ADR entity was first notified by Cyprus

2. TYPE AND SECTOR OF DISPUTES

Postal services and electronic communications

Postal services & couriers
Fixed telephone services
Mobile telephone services
Internet services
Television services

Consumers against traders (C2B)

Cyprus

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

English
Greek

The entity accepts submissions in the following languages:

English
Greek

The procedure has an average length of 1 month(s) 

The procedure is done: in writing, orally 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is binding on traders 

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally

4. HISTORY

Γραφείο Επιτρόπου Ρυθμίσεως Ηλεκτρονικών Επικοινωνιών και Ταχυδρομείων (ΓΕΡΗΕΤ) (Version 3 - Current one)

Creation date: 2018-12-06 11:42:52 Modification date:  2018-12-06 11:43:01
Notification date : 2018-12-06 11:43:01 Publication date: 2018-12-10 11:43:43 

Γραφείο Επιτρόπου Ρυθμίσεως Ηλεκτρονικών Επικοινωνιών και Ταχυδρομείων (ΓΕΡΗΕΤ) (Version 2)

Creation date: 2018-01-09 12:54:09 Modification date:  2018-12-06 11:42:52
Notification date : 2018-01-09 12:54:48 Publication date: 2018-01-24 10:01:03 

ΓΕΡΗΕΤ (OCECPR) (Version 1)

Creation date: 2017-12-04 13:32:27 Modification date:  2018-01-09 12:54:09
Notification date : 2017-12-04 13:37:26 Publication date: - 

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

              ( )   -   T h e   F i n a n c i a l   O m b u d s m a n   o f
the Republic of Cyprus  (Cyprus)

NOTIFIED - (Date of notification:  2019-11-18)

1. CONTACT DETAILS

ΚΥΠΡΑΝΟΡΟΣ 15
1061 ΛΕΥΚΩΣΙΑ
Cyprus 

Email address: director@financialombudsman.gov.cy
Website: http://www.financialombudsman.gov.cy/
Phone: 0035722848900
Fax: 0035722660584

This ADR entity was first notified by Cyprus

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Mortgages / Home loans
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities
Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other
Insurance - Life
Insurance - Other

Consumers against traders (C2B)

Cyprus

3. PROCEDURE

Fees have to be paid by the consumer

Fixed fee

Fees have to be paid by the trader

Variable fee

Fees details:
Consumer -> €20 fixed amount.
Trader -> €350 if the decision is against the retailer. 

The entity is handling the procedure in the following languages:

English
Greek

The entity accepts submissions in the following languages:

English
Greek

The procedure has an average length of 90 day(s) 

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

The procedure is done: in writing 

The entity requires the physical presence of the parties and/or their representative in some cases

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The value of the claim is below or above the required threshold
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

ΕΝΙΑΙΟΣ ΦΟΡΕΑΣ ΕΞΩΔΙΚΗΣ ΕΠΙΛΥΣΗΣ ΔΙΑΦΟΡΩΝ ΧΡΗΜΑΤΟΟΙΚΟΝΟΜΙΚΗΣ ΦΥΣΕΩΣ (ΕΦΕΕΔΧΦ) - The Financial Ombudsman of the Republic of
Cyprus (Version 1 - Current one)

Creation date: 2019-11-12 10:22:56 Modification date:  2019-11-18 13:17:19
Notification date : 2019-11-18 13:17:19 Publication date: 2020-01-08 11:29:44 

eská advokátní komora (Czech Republic)

Czech Bar Association

NOTIFIED - (Date of notification:  2022-04-05)

1. CONTACT DETAILS

Národní tř. 16
11000 Praha
Czech Republic 

Email address: epodatelna@cak.cz
Website: http://www.cak.cz
Phone: +420 273 193 111
Fax: +420 224 932 989

This ADR entity was first notified by Czech Republic

2. TYPE AND SECTOR OF DISPUTES

General Consumer Services

Legal services & accountancy

Consumers against traders (C2B)

Czech Republic

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

The entity is handling the procedure in the following languages:

Czech

The entity accepts submissions in the following languages:

Czech

The procedure has an average length of 45 day(s) 

The procedure is done: orally 

The entity requires the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Česká advokátní komora (Version 3 - Current one)

Creation date: 2022-03-25 12:38:53 Modification date:  2022-04-05 14:44:50
Notification date : 2022-04-05 14:44:50 Publication date: 2022-04-22 14:47:36 

Česká advokátní komora (Version 2)

Creation date: 2019-04-02 11:03:23 Modification date:  2022-03-25 12:38:53
Notification date : 2019-04-04 14:06:46 Publication date: 2019-04-05 10:01:28 

Česká advokátní komora (Version 1)

Creation date: 2016-02-09 15:34:29 Modification date:  2019-04-02 11:03:23
Notification date : 2016-02-16 13:50:26 Publication date: 2016-03-02 11:24:45 

eská obchodní inspekce (Czech Republic)

Czech Trade Inspection Authority

NOTIFIED - (Date of notification:  2023-06-26)

1. CONTACT DETAILS

Štěpánská 44
11000 Praha 1
Czech Republic 

Email address: adr@coi.cz
Website: http://www.coi.cz
Phone: +420 296 366 360
Fax: +420 296 366 236

This ADR entity was first notified by Czech Republic

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Schools
Language, driving instruction and other private courses
Other

Energy and Water

Water

Financial Services

Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services
Other

Health

Retirement homes and home care
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services
Other

Other

Other (Includes both goods and services)

Consumers against traders (C2B)

Czech Republic

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

The entity is handling the procedure in the following languages:

Czech
English
Slovak

The entity accepts submissions in the following languages:

Czech
English
Slovak

The procedure has an average length of 65 day(s) 

The procedure is done: in writing, orally 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Česká obchodní inspekce (Version 4 - Current one)

Creation date: 2023-06-26 15:18:30 Modification date:  2023-06-26 15:22:05
Notification date : 2023-06-26 15:22:06 Publication date: 2023-07-12 11:56:01 

Česká obchodní inspekce (Version 3)

Creation date: 2022-03-25 13:01:11 Modification date:  2023-06-26 15:18:30
Notification date : 2022-04-05 14:44:52 Publication date: 2022-04-22 14:47:36 

Česká obchodní inspekce (Version 2)

Creation date: 2019-04-04 14:03:04 Modification date:  2022-03-25 13:01:11
Notification date : 2019-04-04 14:06:47 Publication date: 2019-04-05 10:01:28 

Česká obchodní inspekce (Version 1)

Creation date: 2016-01-06 13:50:44 Modification date:  2019-04-04 14:03:04
Notification date : 2016-01-15 12:27:46 Publication date: 2016-02-09 17:20:40 

eský telekomunikaní úad  (Czech Republic)

Czech Telecommunication Office 

NOTIFIED - (Date of notification:  2022-04-05)

1. CONTACT DETAILS

Sokolovská 219
22502 Praha 9
Czech Republic 

Email address: spotrebitelskespory@ctu.cz
Website: http://www.ctu.cz
Phone: 00420 224 004 647
Fax: 00420 224 004 844

This ADR entity was first notified by Czech Republic

2. TYPE AND SECTOR OF DISPUTES

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Postal services and electronic communications

Postal services & couriers
Fixed telephone services
Mobile telephone services
Internet services
Television services
Other communication services

Both (C2B and B2C)

Czech Republic

3. PROCEDURE

Fees have to be paid by the consumer

Fixed fee

Fees have to be paid by the trader

Variable fee

Fees details:
4% of the amount due, with a minimum of CZK 200. This amount is paid by the trader to the Czech Telecommunication Office.

The entity is handling the procedure in the following languages:

Czech
Slovak

The entity accepts submissions in the following languages:

Czech
Slovak

The procedure has an average length of 109 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is binding on consumers and traders 

The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Český telekomunikační úřad (Version 4 - Current one)

Creation date: 2022-03-25 13:02:55 Modification date:  2022-04-05 14:44:55
Notification date : 2022-04-05 14:44:55 Publication date: 2022-04-22 14:49:06 

Český telekomunikační úřad (Version 3)

Creation date: 2019-04-04 09:24:15 Modification date:  2022-03-25 13:02:55
Notification date : 2019-04-04 14:06:48 Publication date: 2019-04-05 10:01:28 

Český telekomunikační úřad (Version 2)

Creation date: 2016-01-28 14:51:21 Modification date:  2019-04-04 09:24:15
Notification date : 2016-01-28 14:51:31 Publication date: - 

Český telekomunikační úřad (Version 1)

Creation date: 2016-01-14 13:32:21 Modification date:  2016-01-28 14:51:21
Notification date : 2016-01-18 09:08:10 Publication date: 2016-02-11 11:53:09 

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Energetický regulaní úad  (Czech Republic)

Energy Regulatory Office

NOTIFIED - (Date of notification:  2022-04-05)

1. CONTACT DETAILS

Masarykovo nám. 5
58601 Jihlava
Czech Republic 

Email address: podatelna@eru.cz
Website: http://www.eru.cz
Phone: 00420 564 578 666 
Fax: 00420 564 578 640 

This ADR entity was first notified by Czech Republic

2. TYPE AND SECTOR OF DISPUTES

Energy and Water

Electricity
Gas
Other energy sources

Consumers against traders (C2B)

Czech Republic

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Czech

The entity accepts submissions in the following languages:

Czech
Slovak

The procedure has an average length of 120 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is binding on consumers and traders 

The complaint is being or has previously been considered by another dispute resolution body or by a court

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

4. HISTORY

Energetický regulační úřad (Version 4 - Current one)

Creation date: 2022-04-05 14:43:29 Modification date:  2022-04-05 14:44:41
Notification date : 2022-04-05 14:44:42 Publication date: 2022-04-22 14:47:36 

Energetický regulační úřad (Version 3)

Creation date: 2019-04-04 10:53:52 Modification date:  2022-04-05 14:43:28
Notification date : 2019-04-04 14:06:44 Publication date: 2019-04-05 10:01:28 

Energetický regulační úřad (Version 2)

Creation date: 2016-01-27 09:24:40 Modification date:  2019-04-04 10:53:52
Notification date : 2016-01-27 09:24:50 Publication date: 2016-10-28 09:46:26 

Energetický regulační úřad (Version 1)

Creation date: 2016-01-13 16:36:44 Modification date:  2016-01-27 09:24:40
Notification date : 2016-01-26 15:33:12 Publication date: - 

Finanní arbitr  (Czech Republic)

Financial Arbitrator

NOTIFIED - (Date of notification:  2022-04-05)

1. CONTACT DETAILS

Legerova 1581/69
11000 Praha
Czech Republic 

Email address: arbitr@finarbitr.cz
Website: https://finarbitr.cz
Phone: 00420 2 5704 2070
Fax: 

This ADR entity was first notified by Czech Republic

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Financial Services - Payment account and payment services
Financial Services - Credit (excluding mortgage/home loans)
Financial Services - Mortgages / Home loans
Financial Services - Savings
Financial Services - Other
Investments, pensions and securities
Insurance - Life

Consumers against traders (C2B)

Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany

BADEN-WÜRTTEMBERG
BAYERN
BERLIN
BRANDENBURG
BREMEN
HAMBURG
HESSEN
MECKLENBURG-VORPOMMERN
NIEDERSACHSEN

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

NIEDERSACHSEN
NORDRHEIN-WESTFALEN
RHEINLAND-PFALZ
SAARLAND
SACHSEN
SACHSEN-ANHALT
SCHLESWIG-HOLSTEIN
THÜRINGEN

Greece
Hungary
Iceland
Ireland
Italy
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Netherlands
Norway
Poland
Portugal

Abrantes
Águeda
Aguiar da Beira
Alandroal
Albergaria-a-Velha
Albufeira
Alcácer do Sal
Alcanena
Alcobaça
Alcochete
Alcoutim
Alenquer
Alfândega da Fé
Alijó
Aljezur
Aljustrel
Almada
Almeida
Almeirim
Almodôvar
Alpiarça
Alter do Chão
Alvaiázere
Alvito
Amadora
Amarante
Amares
Anadia
Angra do Heroísmo
Ansião
Arcos de Valdevez
Arganil
Armamar
Arouca
Arraiolos
Arronches
Arruda dos Vinhos
Aveiro
Avis
Azambuja
Baião
Barcelos
Barrancos
Barreiro
Batalha
Beja
Belmonte
Benavente
Bombarral
Borba
Boticas
Braga
Bragança
Cabeceiras de Basto
Cadaval
Caldas da Rainha
Calheta (Açores)
Calheta (Madeira)
Câmara de Lobos
Caminha
Campo Maior

Romania
Slovakia
Slovenia
Spain
Sweden

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

A. Fees

The entity is handling the procedure in the following languages:

Bulgarian
Croatian
Czech
Danish
Dutch
English
Estonian
Finnish
French
German
Greek
Hungarian
Icelandic
Italian
Latvian
Lithuanian
Maltese
Norwegian
Polish
Portuguese
Romanian
Slovak
Slovenian
Spanish
Swedish

The entity accepts submissions in the following languages:

Bulgarian
Croatian
Czech
Danish
Dutch
English
Estonian
Finnish
French
German
Greek
Hungarian
Icelandic
Italian
Latvian
Lithuanian
Maltese
Norwegian
Polish
Portuguese
Romanian
Slovak
Slovenian
Spanish
Swedish

The procedure has an average length of 238 day(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or their representative in some cases

The procedure is binding on consumers and traders 

The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court

4. HISTORY

Finanční arbitr (Version 3 - Current one)

Creation date: 2022-03-25 12:58:07 Modification date:  2022-04-05 14:44:43
Notification date : 2022-04-05 14:44:44 Publication date: 2022-04-22 14:47:36 

Finanční arbitr (Version 2)

Creation date: 2019-04-02 10:56:25 Modification date:  2022-03-25 12:58:07
Notification date : 2019-04-04 14:06:45 Publication date: 2019-04-10 10:27:29 

finanční arbitr (Version 1)

Creation date: 2016-01-11 16:47:39 Modification date:  2019-04-02 10:56:25
Notification date : 2016-01-13 16:17:07 Publication date: 2016-02-09 17:20:40 

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

Kancelá Ombudsmana eské asociace pojišoven, z.ú.  (Czech Republic)

Office of the Ombudsman of the Czech Insurance Association

NOTIFIED - (Date of notification:  2022-04-05)

1. CONTACT DETAILS

Elišky Krásnohorské 135/7
11000 Praha 
Czech Republic 

Email address: kancelar@ombudsmancap.cz
Website: http://www.ombudsmancap.cz
Phone: +420 602 273 096
Fax: 

This ADR entity was first notified by Czech Republic

2. TYPE AND SECTOR OF DISPUTES

Financial Services

Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other

Consumers against traders (C2B)

Czech Republic

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Czech

The entity accepts submissions in the following languages:

Czech

The procedure has an average length of 41 day(s) 

The procedure is done: in writing 

The entity does not require the physical presence of the parties and/or of their representative

The procedure is non binding.

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Kancelář Ombudsmana České asociace pojišťoven, z.ú. (Version 2 - Current one)

Creation date: 2022-03-25 12:59:34 Modification date:  2022-04-05 14:44:45
Notification date : 2022-04-05 14:44:45 Publication date: 2022-04-22 14:49:06 

Kancelář Ombudsmana České asociace pojišťoven, z.ú. (Version 1)

Creation date: 2019-04-02 11:06:35 Modification date:  2022-03-25 12:59:34
Notification date : 2019-04-04 14:06:45 Publication date: 2019-04-29 16:35:25 

Sdružení eských spotebitel, z.ú.  (Czech Republic)

Czech Consumer Association

NOTIFIED - (Date of notification:  2023-06-26)

1. CONTACT DETAILS

Pod Altánem 99/103
10000 Praha 10 
Czech Republic 

Email address: scs@konzument.cz
Website: http://www.konzument.cz/
Phone: 00420 261 263 574
Fax: 

This ADR entity was first notified by Czech Republic

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Schools
Language, driving instruction and other private courses
Other

Energy and Water

Water

Financial Services

Non-life Insurance - Home and property
Non-life Insurance - Transport

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services
Other

Health

Retirement homes and home care
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services
Other

Other

Other (Includes both goods and services)

Consumers against traders (C2B)

Czech Republic

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Czech

The entity accepts submissions in the following languages:

Czech

The procedure has an average length of 64 day(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or their representative in some cases

The procedure is non binding.

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

F. Grounds for refusal

The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Sdružení českých spotřebitelů, z.ú. (Version 4 - Current one)

Creation date: 2023-06-26 15:20:13 Modification date:  2023-06-26 15:22:00
Notification date : 2023-06-26 15:22:01 Publication date: 2023-07-12 11:56:01 

Sdružení českých spotřebitelů, z.ú. (Version 3)

Creation date: 2022-03-25 13:00:18 Modification date:  2023-06-26 15:20:13
Notification date : 2022-04-05 14:44:48 Publication date: 2022-04-22 14:49:06 

Sdružení českých spotřebitelů, z.ú. (Version 2)

Creation date: 2019-04-02 11:00:37 Modification date:  2022-03-25 13:00:18
Notification date : 2019-04-04 14:06:46 Publication date: 2019-04-05 10:01:28 

Sdružení českých spotřebitelů, z.ú. (Version 1)

Creation date: 2016-09-09 08:46:39 Modification date:  2019-04-02 11:00:37
Notification date : 2016-09-16 13:10:20 Publication date: 2016-10-19 18:28:22 

Spotebitelský ombudsman, z.ú.  (Czech Republic)

Consumer Ombudsman

NOTIFIED - (Date of notification:  2023-06-26)

1. CONTACT DETAILS

K lesíku 70/1
10200 Praha 10
Czech Republic 

Email address: info@onlinemediator.cz
Website: https://onlinemediator.cz/
Phone: +420 735 053 166
Fax: 

This ADR entity was first notified by Czech Republic

2. TYPE AND SECTOR OF DISPUTES

Consumer Goods

Food - Fruit and vegetables
Food - Meat
Food - Bread and Cereals
Food - Health food and nutrients
Food - Other
Non-alcoholic beverages
Alcoholic beverages
Tobacco
Clothing (including tailor-made goods) and footwear
House maintenance and improvement goods
Furnishings
Large domestic household appliances (including vacuum cleaners and microwaves)
Small domestic household appliances (including coffee machines and food- processing appliances)
Electronic goods (non-ICT/recreational)
Information and communication technology (ICT) goods
Leisure goods (sports equipment, musical instruments, etc)
New cars
Second-hand cars
Other personal transport
Spares and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers, stationery (excluding postal delivery)
Pets and pet goods
Electrical appliances for personal care
Cosmetics and toiletries for personal care
Jewellery, silverware, clocks, watches and accessories
Baby and child care articles
Cleaning and maintenance products, articles for cleaning and non-durable household articles
Other

Education

Schools
Language, driving instruction and other private courses
Other

Energy and Water

Water

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

Financial Services

Non-life Insurance - Home and property
Non-life Insurance - Transport
Non-life Insurance - Travel
Non-life Insurance - Health, accident and other

General Consumer Services

Real estate services
Construction of new houses
House maintenance and improvement services
House removal and storage
House cleaning services
Personal care services
Cleaning, repair and hiring of clothing and footwear
Support, research and intermediary services
Maintenance and repair of vehicles and other transport
Legal services & accountancy
Funeral services
Child care
Pet services
Other

Health

Retirement homes and home care
Other

Leisure Services

Hotels and other holiday accommodation
Package travel
Travel agency services
Timeshare and similar
Restaurants and bars
Services related to sports and hobbies
Cultural and entertainment services
Gambling, lotteries
Other leisure services

Transport services

Tram, bus, metro and underground
Railways
Airlines
Taxi
Sea, river, other water transport
Transport infrastructure services
Rental services
Other

Other

Other (Includes both goods and services)

Consumers against traders (C2B)

Czech Republic

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Czech
English
Slovak

The entity accepts submissions in the following languages:

Czech
English
Slovak

The procedure has an average length of 90 day(s) 

The procedure is done: in writing, orally 

The entity requires the physical presence of the parties and/or their representative in some cases

The procedure is non binding.

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)

D. Conduct of the procedure

E. Outcome of the procedure

The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The complaint is being or has previously been considered by another dispute resolution body or by a court
The consumer has not submitted the complaint to the dispute resolution body within the required time limit

4. HISTORY

Spotřebitelský ombudsman, z.ú. (Version 1 - Current one)

Creation date: 2023-06-26 12:06:29 Modification date:  2023-06-26 15:22:04
Notification date : 2023-06-26 15:22:04 Publication date: 2023-08-14 11:14:32 

Advokatnævnet (Denmark)

The Disciplinary Board

NOTIFIED - (Date of notification:  2015-11-17)

1. CONTACT DETAILS

Advokatnævnets sekretariat, Kronprinsessegade 28
DK-1306 København K
Denmark 

Email address: klagesagsafdelingen@advokatsamfundet.dk
Website: http://www.advokatsamfundet.dk/
Phone: + 45 33 96 97 98
Fax: 

This ADR entity was first notified by Denmark

2. TYPE AND SECTOR OF DISPUTES

General Consumer Services

Legal services & accountancy

Consumers against traders (C2B)

Denmark

3. PROCEDURE

No fees have to be paid by the consumer

No fees have to be paid by the trader

The entity is handling the procedure in the following languages:

Danish

The entity accepts submissions in the following languages:

Danish

The procedure has an average length of 6 month(s) 

F. Grounds for refusal

Address

Contact information

Additional information

A. The entity is competent for disputes in the following sectors

B. The entity is competent for disputes initiated by

C. The entity is competent for disputes against traders established in

A. Fees

B. Language(s)

C. Average length of the procedure (in days or months)